Job Description

The Opportunity:

IntePros Federal is seeking a Chief of Client Services to support the Office of the Chief Information Officer by managing a geographically dispersed team of 25+ technicians in providing enterprise end user deskside IT services. We are looking for a technical manager with demonstrated experience and expertise operating a Tier 1-3 and VIP IT Service Desk. Client Services is responsible for over 4,000 users across the enterprise in classified and unclassified computing environments. Primary services are comprised of Windows desktop system administration, support for VDI remote workstations, enclave refresh and deployments in a secure, controlled environment. Will also provide software/technical support to resolve desktop application and network connectivity issues.

Clearance :

• Required: Active DoD Top Secret
• Preferred: Active DOE Q

Locations:

• Washington, DC - Forrestal Building (1000 Independence Ave SW, Washington, DC 20585

Responsibilities:

Specific responsibilities include but are not limited to:

• Work with Queue Manager and Site Leads to streamline workflows and track status of all problems within the environment through resolution
• Supervise team response to incoming calls, tickets, emails, and in-person requests to provide deskside support. Support Hours are 8am - 8pm (including West coast) M-F; after hours, weekend and escort duties will be required on an as needed basis.
• Manage Tier 2 IT projects to ensure proper resources are allocated and customer expectations are managed and met
• Provide client system training, perform desk-side training on an as needed basis.
• Responsible for documenting technical and operating procedures required for continuous operations of systems.
• Reviews monitoring logs for problem identification and suggested resolutions.
• Builds teams and plans to install and configure new hardware components for operations in classified network environment, to include network printers, video teleconference (VTC) equipment, and other media devices.
• Primary customer POC for all requests and projects assigned to team
• Ensure all maintenance and services activities are scheduled, communicated with stakeholders, and completed to customer satisfaction
• Supervises administration of VTC events with scheduling app and ops checks
• Plans, conducts, and reports tests with appropriate government staff.
• Manages Public Key Infrastructure (PKI) support with issuance and maintenance of hard and soft tokens
• Develops and maintains detailed and accurate documentation for operational procedures, troubleshooting aids, and technical analyses for products, features, and capabilities.
• Uses management tools for work request ticket management to respond to and document work efforts requested by customers.
• Responsible for asset management and inventory control to enable streamlined lifecycle maintenance of end user computing hardware and software

Qualifications:

• 7+ years of experience in Tier 1-3 IT Service Management (ITSM)
• 3+ years supporting IT hardware and software in a classified enterprise IT infrastructure
• 2+ years as the manager or team lead of an IT Service or Help Desk serving over 3,000 users in multiple locations
• Exceptional skills in team leadership and communications across multiple geographically dispersed sites
• Ability to manage customer expectations and escalate incidents and blockers to the appropriate POCs for expedited resolution
• Outstanding customer service skills in a high op-tempo with SLAs
• A well-rounded understanding of a broad range of technologies including Thin/Zero Clients, VDI, VTC, Cisco, SQL, Active Directory, Oracle, VMware, Citrix, SharePoint, Windows 2012/2016/2019, SCCM, WhatsUp Gold (or other monitoring software)
• Experience working with a larger team (50+) in multiple locations

Experienced with ticketing systems and workflow processes like ServiceNow

Preferred Skills:

• Experience consolidating multiple service desks into enterprise
• Experience implementing and using ServiceNow
• Understanding of Cross Domain Solution
• Understanding of Cloud computing environment
• Experience with data center consolidation and migration

Certifications:

Required:

• None

Preferred :

• PMI certified PMP
• ITIL MP/SL/ Master

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!!

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

Drug Test / Background Investigation: No / Yes

Job Tags

Remote job, Weekend work,

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