Enterprise Customer Services Lead

TekSynap • Full-time • Fort Belvoir, VA, US • 5m ago

We are seeking an Enterprise Customer Services Lead to provide technical support for our customer Defense Threat Reduction Agency (DTRA) in Fort Belvoir, VA.

TekSynap is a fast growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. “Technology moving at the speed of thought” embodies these principles - the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers.

We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays.

Visit us at www.TekSynap.com.

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The safety and health of our employees is of the upmost importance. Employees are required to comply with any contractually mandated Federal COVID-19 requirements. More information can be found here.

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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

WORK ENVIRONMENT AND PHYSICAL DEMANDS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Location: Fort Belvoir, VA
Type of environment: Fast paced, deadline-oriented environment
Noise level: Medium
Work schedule: Regular daytime shift Monday - Friday. May be requested to work evenings and weekends to meet program and contract needs
Amount of Travel: 10%

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to handle, feel, touch; reach with hands and arms; talk and hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds. The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

WORK AUTHORIZATION/SECURITY CLEARANCE

US Citizen

Minimum of a Top Secret. TS/SCI preferred.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

EQUAL EMPLOYMENT OPPORTUNITY

In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. TekSynap does not discriminate against any person because of race, color, creed, religion, sex, national origin, disability, age, genetic information or any other characteristic protected by law (referred to as “protected status”). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment.