Information Technology Site Lead

We are seeking a Site Lead to support our Veterans Affairs End Point Support and Operations Monitoring (ESOM) contract. The Site Lead is responsible for providing personnel oversight for five (5) or more IT Customer Service Engineers (CSEs), providing mentoring, guidance, management, and oversight of daily tasks. Leveraging their IT expertise, the ideal candidate will be expected to support daily IT operations, via the ServiceNow ticketing queue. The ideal candidate will also be responsible for cultivating a productive relationship with local VA Leadership (VA Area Managers & IT Supervisors).

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.
• 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.
• Technical Support and Management
• 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.
• Assist 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.
• Assist in setting up and maintaining user accounts, interfacing with other software applications, compiling reports, and responding to customer requests.?
• Assist 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.

Requirements:

• 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.
• Proven ability to manage personnel and track 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.

Clearance requirement:

• Willing and able to get a Public Trust Suitability clearance