Enterprise Customer Services Lead

RESPONSIBILITIES

• Lead team of 20 Technical IT and Asset Management Specialists in the execution of Telecom, Break/Fix, Asset and Executive support activities to include;
• Management of staff schedules to provide on-site support at DTRA HQ, Fort Belvoir VA from 0600-1800 Monday-Friday
• Mentorship of assigned team leads and oversight of labor charge approval and performance appraisals
• Management of cross-team Remedy Queue backlog reviews and Client Satisfaction survey reviews
• Maintain a web-based capability for DTRA users to enter, track and escalate Service Desk tickets, as well as self-service actions (currently using Remedy)
• Remote access configuration and support for DTRA users and external customers as required (supporting telework, off-site travel, and mission or contingency operations)
• Install, configure, maintain, and troubleshoot computer peripherals
• Provide tracking for all deployed IT assets from procurement to disposal to allow real-time accounting of IT assets to both government and contractor personnel
• Provide end-user software and application support
• Provide technical assistance and customer support in the operations and maintenance of wireless voice and data services.
• Must be able to lift 50 lbs.
• Performance measures for this position focus on leadership, efficiency, effectiveness, responsiveness, and overall customer satisfaction.

REQUIRED QUALIFICATIONS

• Minimum Top Secret Clearance
• CompTIA Security+ certification
• IT Infrastructure Library (ITIL) Version 4 Foundation and one or more ITIL Practice Manager, Managing Professional, or Strategic Leader certifications towards ITIL mastery
• One technical or management certification related to IT services (e.g., CompTIA, Cloud Security Alliance, Microsoft, BMC Remedy, VMware, Amazon Web Services, VMWare, CISCO, Juniper, Linux, etc.)
• Experience with Office 365 and Microsoft products
• Active Project Management Institute (PMI) Program Management Professional (PMP) certification or equivalent experience preferred
• Bachelor of Science or equivalent experience
• 8-10 years of experience
• US Citizen