Site Lead - EUO Onsite Support (VA ESOM North Atlantic)

Kentro · New York, United States · Yesterday

Information Technology$70k–$85k/yrFull-time

Overview

Thank you for considering IT Concepts dba Kentro, where innovation drives opportunity and collaboration leads to success. Our dynamic community of experts is fully committed to advancing our customers' missions, fostering professional growth, and making a positive impact on our communities. By joining our supportive community, you will find that Kentro is dedicated to your personal and professional development. Together, we can drive meaningful change, spark innovation, and achieve extraordinary milestones.

Responsibilities

Personnel Management: Lead a team of Customer Service Engineers (CSE) in the day-to-day supervision of CSE assignments, ensuring adherence to project goals and deliverables.
Oversee attendance and workplace behavior at the assigned facilities to ensure a professional and productive environment and identify areas of improvement.
Review and approve timesheets in a timely manner.
Resolve interpersonal conflicts and issues among CSEs immediately to maintain team cohesion and morale.
Directly observe and coach CSEs to enhance their performance and service delivery.
Identify and escalate more severe personnel or behavioral issues (requiring a Letter of Warning or Performance Improvement Plan) with appropriate documentation to the District Project Manager.
Act as the primary point of contact between the District Project Manager, on-site personnel, VA Site Supervisors, and VA Area Managers, ensuring clear communication of project expectations and roles.
Conduct regular performance reviews with CSEs, providing feedback and guidance to enhance service delivery.
Hiring, Onboarding and Training: Support hiring and onboarding processes for new personnel, inclusive of start date confirmation; upon onboarding, provide ongoing training and development for existing staff.
Standard Operating Procedure Support: Support the execution of standard operating procedures to streamline operations; collaborate with counterparts and District Project Managers.
Leveraging ServiceNow: If authorized assign SNOW tickets to CSE’s per the AM guidance, assist in tracking incidents and tasks, ensuring timely resolutions and proper documentation of issues.
Aid in delivering both remote and desk-side technical support, responding to IT support tickets, and performing diagnostic and repair activities on both hardware and software components.
Aid in setting up and maintaining user accounts, interfacing with other software applications, compiling reports, and responding to customer requests.
Aid in the maintenance of Active Directory and other system accounts, support connectivity and client applications, and assist in the configuration and support of local and wide area network services.
Maintain staffing rosters and ensure adequate coverage for all onsite operational needs, including managing PTO, schedules and workloads.
Monitor service metrics and operational performance, identifying areas for improvement and elevate corrective actions as necessary to the District PM.
Identify potential risks associated with operations onsite and work collaboratively with the District Project Manager to mitigate risk.
Prepare and submit regular reports for onsite activities, personnel performance, and service metrics as directed by the District Project Manager.
Notify the District Project Manager and local VA leadership of any critical onsite issues.

Qualifications

Bachelor’s degree in computer science, electronics engineering or other engineering or technical discipline is required.
5 years of experience; 8 years of additional relevant experience may be substituted for education.
Previous experience in a supervisory role within IT service management or a related field.
Strong understanding of customer relationship management principles and practices.
Excellent communication and interpersonal skills.
Prowess in managing personnel and tracking performance metrics.
Ability to identify and mitigate risks effectively.
Well-versed in IT Service Management and customer relationship management.
Experience with IT incident and service request ticketing systems, such as ServiceNow.
Must possess oral and written communication skills to convey issues, reports, and other deliverables clearly and effectively.

Preferred Skills

ITIL Foundation certified or equivalent IT service management certified- preferred, or relevant experience.
Site specific experience preferred.
Located in the region for ease of travel to sites within the region when necessary.

Health Requirements

This Kentro position provides on-site support for the Department of Veterans Affairs. The Department of Veterans Affairs has facility-specific vaccination and testing requirements (please see the bulleted examples below).