Client Support Section Lead

Job Summary:

Telesis Corporation is sourcing for an experienced Client Support Lead for the team in support of the ANGRC IT Services Contract (AITSC). This contract will provide IT engineering, operations, maintenance, customer service, and training services to support the ANGRC and alternate locations which are classified and within one day travel of ANGRC. The contractor is responsible for ensuring the ongoing availability and effectiveness of ANGRC IT services to the end users across the campus. This requirement also encompasses support of services in the event of a Continuity of Operations (COOP) activation or exercise. Locally and remotely the services align to the network services associated to the Non-Classified Internet Protocol Network (NIPRNet) and the Secret Internet Protocol Router Network (SIPRNet) systems.

Responsibilities:

Responsible for the management and leadership of 18 personnel providing capabilities to include but not limited to; Single Service Center (Help Desk) that coordinates all customer maintenance and service issues and requests, Desktop, Telecom, Mobility, and Account Management support services to the ANGRC approximately 1300 users. Apply knowledge and techniques to team member documentation as assigned to ensure best use of Office Suite and best presentation of content for our clients. Oversee the update and creation of technical documents, work instructions and standard operating procedures.

  • Coordinate and lead weekly meetings to conduct key training and instruction for various products, tools and programs currently being used or pending implementation
  • Manage workload to effectively drive our ability to stay on task and meet deliverables and project task accomplishments
  • Inform leadership of progress of various projects via weekly status meeting. Increased the accountability of team members through the implementation of pro-active approach to issues as they arise
  • Identify potential shortfalls and issues ahead of potential degradation of support
  • Manage and execute Incident Management and Request fulfillment processes of all end-user submissions via Remedy, CIPS and SharePoint systems
  • Facilitate primary interfacing with external vendors and service providers
  • Primary interface for government liaisons responsible for help desk functions, developing and presenting status reports
  • Training of newly hired team members
  • Identifying areas for Continual Process Improvement
  • Reviewing weekly metrics to determine where best to allocate resources

Specific Area of Responsibility:

  • Providing Premier IT Support to approximately 1300 ANGRC users including 90 VIPs (General Officers, Command Chiefs, Client-15 personnel and Staff)
  • VoIP Phone Support
  • Deskside Support
  • Help Desk Walkup Window Support
  • Building Area Access Support
  • CAC Pin Reset Support
  • Remedy Queue Management
  • PC Imaging Support
  • Workstation Vulnerability Mediation
  • Mobile Device Support
  • Telecom Phone Support
  • Emergency After Hours Support
  • Alternate Site Support
  • Account Management
  • Customer Facing Server Management
  • CIPS IT Client Services
  • Conference Support
  • SIPR Caf Coverage
  • Network Alerts during outages

Requirements: (Clearance/Citizenship)

  • Secret Clearance is required
  • IAT Level II Certification (CCNA, Security +, etc.)
  • Possesses five or more years' experience in IT service desk operations, at least 3 in a supervisory capacity
  • Holds one or more of the following:
  • Microsoft Certified Solutions Associate (MCSA): Windows 10 certification
  • Two or four year degree in customer service, business management, or management studies
  • Two or four year degree in computer science, information technology, or information systems
  • Holds current Information Technology Infrastructure Library (ITIL) Foundation certification
  • Strong customer service skills with an emphasis on direct customer interaction and communication with experience working with Air Force and/or DoD organizations

Desired Experience:

  • Holds Microsoft Certified Solutions Engineer (MCSE): Mobility certification
  • Experience working in an Air Force environment
  • Experience working in a high-pressure environment with tight timelines
  • Experience coordinating work across multiple functional areas
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