Client Services Team Lead

Who We Are:

IntePros Federal, is a Service-Disabled, Veteran Owned, Small Business (SDVOSB), headquartered in Washington DC, providing IT solutions, systems, and software services to multiple federal government agencies. We specialize in the areas of IT solutions, application development, program management, systems integration, and cybersecurity services. We believe our core values are the keys to success by empowering people to do the right thing for our colleagues, customers, and community. Join Us!!

The Opportunity

IntePros Federal is seeking a Client Services Team Lead in support of our federal government customer. The Client Services Team Lead is in Las Vegas onsite and will supervise and lead our team of six to eight Tier 2 Technicians and Systems Administrators in support of the Office of the Chief Information Officer. We provide Windows desktop system administration, support, and services for PCoIP remote workstations in a secure, controlled environment. We also provide software/technical support to resolve desktop application and network connectivity issues. The Team Lead is also responsible for documenting technical and operating procedures and training the team.

Clearance: DOE Q, TS or TS/SCI clearance required.

Location: Las Vegas, NV

Responsibilities:

• Ticket queue management and assignment of work to technicians and Admins with appropriate escalations to Tier 3 and 4 Engineers.
• Daily, weekly, and monthly reporting on tickets, system/network status and performance, resource schedules, and work planned vs actual performance metrics.
• Respond to incoming calls, tickets, walk ins, and emails to provide desktop support and various systems, applications, and process support in a production environment.
• Support Desk Hours are 7am - 5pm M-F. After hours, weekend and escort duties will be required on an as needed basis, along with a rotating on-call roster.
• Provides initial troubleshooting for a variety of hardware and software problems.
• Escalate problems (e.g. networking) to the appropriate organizations and teams when necessary.
• Tracks status of all ongoing issues within the environment through ticketing systems and incident management tools.
• Documents special procedures required for continuous operations of systems, applications, or other processes as requested by Client Service team leads.
• Reviews various monitoring tools to track outages across an enterprise, along with scheduling maintenances and notifications as needed.
• Deploys and configures new hardware components for operations in classified network environments, to include network printers, desktops, clients, and other standard information technology devices.
• Assists in security compliance and standards are met through STIG compliance and vulnerability remediation.
• Interfaces with customers regularly to support their operational environment and technical needs.
• Maintains running inventory of equipment on SharePoint and/or ServiceNow.

Assists in maintaining and deploying data center equipment, including networking gear, racking servers, and cable management.

Qualifications:

• At least 7 years of experience providing IT support to users at multiple locations (by phone/remote and onsite visits)
• At least 5 years of experience with:
  • Troubleshooting of Windows operating systems in a domain-connected environments
  • Support and administration of Microsoft software (such as Active Directory, Exchange, Office 2016/2019)
• At least one year in a supervisory or team lead role on an IT Service/Help Desk environment.
• At least one year of experience with:
  • A ticketing/ITSM solution, such as Remedy or ServiceNow
• Understanding of basic networking concepts (basic ports, protocols, and various devices)
• Ability to work cooperatively and to function well in a fast paced team environment.
• Excellent verbal and written communication skill to be able to ascertain user requirements and prepare documentation.
• Excellent customer interface and service skills.
• Able to lift 50+ lbs.
• Occasional ability to travel up to 10% of the time.

Certifications:

• Required:
  • None
• Desired:
  • ITIL
  • HDI
  • A+

EEO (Equal Employment Opportunity) Commitment:

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status or on the basis of disability.

Equal Opportunity Employer/Veterans/Disabled