Overview
On Site
Full Time
Skills
Technical Support
IT service management
Policies and procedures
Standard operating procedure
Program management
Information Technology
Remote Support
Service desk
Executive communications
Audiovisual
Mobile devices
Corrective and preventive action
People management
Service delivery
Customer service
Security+
Network Support
Operating systems
Problem solving
Leadership
Project management
Project lifecycle management
Systems engineering
Federal government
Security clearance
Adobe AIR
Marketing operations
Operations
Management
Pivotal
Communication
Documentation
Research
Computer hardware
Training
KPI
Auditing
Reporting
Collaboration
DoD
Business analysis
ITIL
GSEC
SSCP
Copy editing
Splunk
Cisco
McAfee
Microsoft
Linux
Solaris
SLA
Organized
Analytical skill
Microsoft Visio
Microsoft Excel
SAP BASIS
Policies
FOCUS
Job Details
Job ID: 2404363
Location: SCOTT AFB, IL, US
Date Posted: 2024-03-22
Category: Program Management
Subcategory: Program Mgmt
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: Secret
Clearance Level Must Be Able to Obtain: None
Potential for Remote Work: No
Description
The National Security Customer Group of SAIC is seeking IT End User Support Lead section to support an IT Service Delivery effort for USTRANSCOM (USTC) located at Scott Air Force Base (AFB) in Illinois, approximately 20 Miles from St. Louis, MO. The USTC Managed Information Technology Services (MITS) contract is intended to provide strategic, technical, and program management guidance and support services to facilitate the operations and modernization of the combatant command's infrastructure, systems, and applications. This support will be provided to the USTC Command, Subordinate Commands, and other supporting organization as directed on behalf of the Command Control, Communications & Cyber Systems Directorate (TCJ6).
The End User Support Lead is a pivotal role focused on providing outstanding on-site and remote support to end-users. Collaborating closely with the Service Desk Manager, this position plays a crucial role in managing ticket queue escalations and ensuring efficient resolution of IT issues. Responsibilities include maintaining and supporting command-approved applications, peripherals, and desktop technology. Additionally, the End User Support Lead will periodically engage with customers and directorate offices regarding team customer surveys and technician performance.
Responsibilities
Lead the local End User team consisting of the Service Desk, Cyber Operations Center, Telephone/Mobility, Executive Communications Team, Web/Sharepoint, Audio Visual, PC Maintenace, and the Functional Area Communications and Computer Systems Manager (FACCSMs) managing the positive control and hand off of ticket queue assignments, ensuring effective follow-up support, and maintaining clear communication with end-users.
Ensure the thorough documentation of all tickets with detailed resolutions or workarounds, and research comprehensive solutions for recurring problems.
Perform regular Proactive IT Support Walkthroughs to actively engage with users, identify potential IT issues, and provide immediate troubleshooting, enhancing overall user satisfaction with IT services.
Develop and maintain Knowledge-based articles for complex issues and user-related troubleshooting.
Oversee the installation, monitoring, and maintenance of all command-provided hardware, software, mobile devices, and peripherals for end-users.
Provide weekly and monthly management reports on projects, accomplishments, and IT support activities.
Contribute to the development and refinement of technology guidelines, policies, and procedures.
Coordinate approval of Standard Operating Procedures (SOPs) for End User Technicians
Support and engage with the USTC customer frequently to provide status on specific ticket escalations, updates on Special Projects and meet any ad hoc user requests
Attend Daily\Weekly operations meetings to provide Key Stake holders project updates, ticket updates, issues and concerns
Support in the creation of SOPs and training guides, ensuring deskside Knowledge Repository is maintained with accurate information
Track and monitor the performance of all end-user SLAs and KPIs daily for each technician, identifying trends and implementing corrective action when SLAs are at risk
Perform monthly ticket audits on regional team, ensuring tickets are routed correctly and populated following a standardized work detail format
Provide detailed reporting on tickets to key stakeholders weekly
Manage team schedule, balancing employee absences/vacations and USTC SLAs/KPIs
Reviews service delivery process and procedures, recommending customer service and IT process support enhancements, researching and recommending new technologies and procedures.
Set clear team goals and provide corrective action plans where individual performance is not being met
Collaborate with other DoDAC SAIC organizational entities (e.g. service desk, AV, Mobility) and external vendors to solve issues on the customers behalf.
This position is for Monday through Friday, normal business hours.
Qualifications
DoD Secret clearance
BA/BS
10+ years of experience
ITIL 4 Foundations
Must have at least one of these IAT Level II certifications: Security+, CECCNA-Security, CySA+ **, GICSP, GSEC, CND, SSCP
Must have at least one Computing Environment (CE) certification or certificate for the technical area of responsibility in either Network support/defense (e.g., Splunk, Cisco, McAfee, etc.) OR Operating System (e.g., Microsoft, Linux, Solaris, etc.
Must be organized and detailed oriented
Self- starter and problem solver
Strong analytical and problem solving skills
Experience with MS Office to include Word, PowerPoint, Visio, Project and Excel
Ability to manage multiple, high, & competing priorities in a fast-paced, constantly changing environment
Strong oral and written communication skills across all levels
SAIC accepts applications on an ongoing basis and there is no deadline.
Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.
Location: SCOTT AFB, IL, US
Date Posted: 2024-03-22
Category: Program Management
Subcategory: Program Mgmt
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: Secret
Clearance Level Must Be Able to Obtain: None
Potential for Remote Work: No
Description
The National Security Customer Group of SAIC is seeking IT End User Support Lead section to support an IT Service Delivery effort for USTRANSCOM (USTC) located at Scott Air Force Base (AFB) in Illinois, approximately 20 Miles from St. Louis, MO. The USTC Managed Information Technology Services (MITS) contract is intended to provide strategic, technical, and program management guidance and support services to facilitate the operations and modernization of the combatant command's infrastructure, systems, and applications. This support will be provided to the USTC Command, Subordinate Commands, and other supporting organization as directed on behalf of the Command Control, Communications & Cyber Systems Directorate (TCJ6).
The End User Support Lead is a pivotal role focused on providing outstanding on-site and remote support to end-users. Collaborating closely with the Service Desk Manager, this position plays a crucial role in managing ticket queue escalations and ensuring efficient resolution of IT issues. Responsibilities include maintaining and supporting command-approved applications, peripherals, and desktop technology. Additionally, the End User Support Lead will periodically engage with customers and directorate offices regarding team customer surveys and technician performance.
Responsibilities
Lead the local End User team consisting of the Service Desk, Cyber Operations Center, Telephone/Mobility, Executive Communications Team, Web/Sharepoint, Audio Visual, PC Maintenace, and the Functional Area Communications and Computer Systems Manager (FACCSMs) managing the positive control and hand off of ticket queue assignments, ensuring effective follow-up support, and maintaining clear communication with end-users.
Ensure the thorough documentation of all tickets with detailed resolutions or workarounds, and research comprehensive solutions for recurring problems.
Perform regular Proactive IT Support Walkthroughs to actively engage with users, identify potential IT issues, and provide immediate troubleshooting, enhancing overall user satisfaction with IT services.
Develop and maintain Knowledge-based articles for complex issues and user-related troubleshooting.
Oversee the installation, monitoring, and maintenance of all command-provided hardware, software, mobile devices, and peripherals for end-users.
Provide weekly and monthly management reports on projects, accomplishments, and IT support activities.
Contribute to the development and refinement of technology guidelines, policies, and procedures.
Coordinate approval of Standard Operating Procedures (SOPs) for End User Technicians
Support and engage with the USTC customer frequently to provide status on specific ticket escalations, updates on Special Projects and meet any ad hoc user requests
Attend Daily\Weekly operations meetings to provide Key Stake holders project updates, ticket updates, issues and concerns
Support in the creation of SOPs and training guides, ensuring deskside Knowledge Repository is maintained with accurate information
Track and monitor the performance of all end-user SLAs and KPIs daily for each technician, identifying trends and implementing corrective action when SLAs are at risk
Perform monthly ticket audits on regional team, ensuring tickets are routed correctly and populated following a standardized work detail format
Provide detailed reporting on tickets to key stakeholders weekly
Manage team schedule, balancing employee absences/vacations and USTC SLAs/KPIs
Reviews service delivery process and procedures, recommending customer service and IT process support enhancements, researching and recommending new technologies and procedures.
Set clear team goals and provide corrective action plans where individual performance is not being met
Collaborate with other DoDAC SAIC organizational entities (e.g. service desk, AV, Mobility) and external vendors to solve issues on the customers behalf.
This position is for Monday through Friday, normal business hours.
Qualifications
DoD Secret clearance
BA/BS
10+ years of experience
- 5+ years of previous experience managing team of 10 or more IT personnel
ITIL 4 Foundations
Must have at least one of these IAT Level II certifications: Security+, CECCNA-Security, CySA+ **, GICSP, GSEC, CND, SSCP
Must have at least one Computing Environment (CE) certification or certificate for the technical area of responsibility in either Network support/defense (e.g., Splunk, Cisco, McAfee, etc.) OR Operating System (e.g., Microsoft, Linux, Solaris, etc.
- Previous experience using ITSM tools for ticket and SLA tracking and reporting
Must be organized and detailed oriented
Self- starter and problem solver
Strong analytical and problem solving skills
Experience with MS Office to include Word, PowerPoint, Visio, Project and Excel
Ability to manage multiple, high, & competing priorities in a fast-paced, constantly changing environment
Strong oral and written communication skills across all levels
- Collaborative management approach to drive project / task success across multiple stakeholder organization
- Excellent leadership skills with the ability to motivate and guide a team to achieve high-quality service delivery.
- Ability to become familiar with basic project management approaches, tools and phases of the project lifecycle.
- Prior experience working on customer site
SAIC accepts applications on an ongoing basis and there is no deadline.
Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.