Service Delivery Lead

Inserso Corporation; Williston (VT); Hybrid; USD 90,000 - 150,000; Full time

Job summary

Inserso Corporation seeks an Area Technical Lead to provide on-site and remote Tier 2 IT support for DHS customers globally. As lead Systems Engineer, you will manage LANs, servers, storage, backups, and related services, while guiding a team and coordinating with stakeholders to ensure service quality.

You will drive incident resolution, performance optimization, and deployment activities, with travel as required.

Qualifications

• US citizenship required and must pass DHS E-Verify process.
• Associate Degree or equivalent experience.
• 8 years of IT-related support experience.
• 3 years' experience providing technical enterprise support within a large, complex organization.
• 1+ year experience in a lead technical role or supervisory position.
• Attention to detail and follow-through.
• Ability to work with minimal supervision.
• Experience evaluating system performance results and recommending improvements or optimizations.
• Experience functioning as a technical expert across multiple project assignments.
• Must pass Motor Vehicle Records check; occasional travel may be required (<20%).
• Must be comfortable working in a law enforcement environment.
• Personal protective equipment may be required in some facilities.

Responsibilities

• Serves as a designated lead to other systems engineers, including project/task delegation and technical direction.
• Supports technical escalations and mentoring for new employees.
• Acts as senior technical point of contact for assigned key customer(s).
• Prepares and submits IT service-related reports and data calls.
• Leads team and project meetings with engineers, external support groups and client IT management.
• Provide LAN administrator support for installation, configuration and maintenance of network devices and servers.
• Support network-attached devices and mobile/wireless devices.
• Assist in testing, applying and maintaining server configurations and security patches.
• Maintain health of systems and backups, including restore testing.
• Monitor ITSM (ServiceNow) assignments and resolve tickets.
• Update tickets per templates/guidelines ensuring quality.
• Provide regular activity reports and inventory updates.

Tools

Certifications: ITIL v5, MCSE, A+, Security+, Network+

Job description

The internal job title at Inserso will be referred to as Area Technical Lead. The Area Technical Lead will provide support to our DHS customers worldwide. This position provides onsite and remote Tier 2 support that requires prompt action and quick resolution of user IT issues to minimize downtime. These IT issues include hardware, software, applications, network diagnostics, cloud and other IT services, as requested.

The Area Technical Lead is the lead Systems Engineer that reports to a Contractor Team Lead and provides IT Field Operations (ITFO) support for 24x7 LANs and associated applications, peripherals, connectivity, and end-users in a Service Desk supported Tier II environment. This position relies on instructions and pre-established guidelines to perform the functions of the job while working independently and/or under immediate supervision. A certain degree of creativity and latitude is required.

Responsibilities':

• Serves as a designated lead to other systems engineers to include project/task delegation, monitoring work quality and providing technical direction
• Supports technical escalations and facilitates technical training and mentoring for new employees
• Acts as senior technical point of contact and overall go-to person for assigned key customer(s)
• Prepares and submits monthly, weekly, daily, and ad hoc IT service-related reports and/or data calls
• Leads team and project meetings with other engineers, external support groups and client IT management
• Coordinate and provide LAN administrator support with the installation, configuration and maintenance of network communication devices, servers, network storage arrays and tape backup units
• Provide support of network attached devices such as computers, printers, fax machines, biometric devices, electrocardiograms, x-ray machines, smart display, and sensors
• Provide support of mobile and wireless devices to include smartphones, tablets, and hotspots
• Assist in testing, applying, and maintaining server configurations and related security patches
• Assist in maintaining and checking the health of systems and backups to include restore testing
• Monitors ITSM (ServiceNow) assignment groups and applies troubleshooting needed to resolve tickets
• Update tickets following documentation templates and/or guidelines to ensure quality requirements are met
• Provide daily, weekly and monthly activity reports describing activities accomplished in a timely manner
• Provide inventory support and input to the provided inventory system for the customer
• Responsible for installing and maintaining VTC infrastructure to include assisting with user requests
• Participate in pre-scheduled after-hours support of weekly on-call rotation and/or as a team member supporting special projects or events
• Conduct or provide new equipment deployments and/or requested deployment support
• Provide cabling support and run cables within data centers, LAN rooms and remote wiring closets
• Analyzes functional business requirements and design specifications for functional activities.
• Effectively contribute to technical discussions and develop and present required briefing materials to ensure the customer’s needs are met
• Should provide identification/fixing for the problems within existing systems design/implementation of new systems, enhances the existing systems and participates in analysis, design, and new construction of next generation IT systems
• Responsible for understanding the needs of the customers and the realities of commercially available IT products and creating requirements that will allow implementation by the architecture and engineering team and COTS products
• Must possess experience of system engineering in one or more areas including telecommunications concepts, computer languages, operating systems, database/DBMS, and middleware
• Review and approval of Timesheets, Expense Reports and Travel Requests
• Assists in hiring process with technical interviewing and issuance of staffing recommendations
• Provides evaluation, training, coaching and mentorship of system engineers
• Fulfills routine and ad-hoc technical and service-related reporting requests

Required Skills/Experience:

• Must be a U.S. Citizen and pass the DHS Employment Eligibility Verification process
• Associate Degree or equivalent experience
• 8 years of IT-related support experience, preferably through progressive technical roles
• 3 years' experience providing technical enterprise support within a large, complex organization, dealing with a wide range of users, systems, and networks.
• 1+ year experience in a lead technical role or supervisory position supporting a group of 5 or more.
• Attention to detail and follow-through
• Ability to work with minimal supervision
• Experience evaluating system performance results and recommending improvements or optimizations.
• Experience functioning as a technical expert across multiple project assignments
• Must pass Motor Vehicle Records check as this position is classified as a "Regular Driver" and overnight travel may be required (Actual travel percentage varies based upon location but is typically less than 20%). Must maintain a state of travel readiness required to take prompt action on support requests which may require local and/or overnight travel to Government locations (Local short notice travel to customer sites is common, extended overnight and air travel is typically less than 5% per year).
• Must be comfortable working in a Law Enforcement environment which may consist of locations similar to detention facilities, prisons or jails
• If the position requires you to enter certain facilities, you may be required to wear personal protective equipment and adhere to social distancing requirements

Preferred Skills/Experience:

• Possesses and applies expertise on multiple complex work assignments which are broad in nature, requiring originality and innovation in determining how to accomplish tasks
• Ability to apply a comprehensive knowledge across key tasks and high impact assignments
• Experience performing IT hardware repairs and installing replacement parts
• Experience planning and leading major technology assignments and projects
• Subject matter expert with the setup, configuration and administration of computers, servers and backups
• ITIL v5, MCSE, A+, Security+, Network+, or other relevant certifications
• Physical and/or Mental Qualifications, if applicable*:Outstanding communication skills in both formal and informal formats with customers, stakeholders, and technical specialists.
• This work requires that an individual position themselves to access computer and related equipment connections and be able to transport objects or equipment weighing up to 50 lbs.

*Reasonable accommodation will be made for qualified individuals with a disability, where such accommodation will not impose an undue hardship during the application process and on the job.