The Field Services Team Lead will supervise, manage and direct all aspects of the Field Services Team.  This team facilitates timely and efficient Field service for nearly 10,000 GFE PC’s, UNIX workstations, as well as, PC and UNIX based servers spanning across three networks, stand alones, and other use PCs (i.e. Cox, JSAN) in multiple locations to include outside of USSTRATCOM.  This team is responsible for providing Level 2 & 3 problem resolution for all hardware components on the LAN.

Essential job responsibilities include, but are not limited to, the following:

• MS Office, Windows, Solaris, UNIX troubleshooting and repairing SUN and PC servers, client PC’s and Workstations and must be knowledgeable of computer hardware/software and peripherals to include installation of hardware components and software applications and drivers
• Supervision and management of approximately 15 technical staff that provide operations and maintenance and network physical layer support for the USSTRATCOM customer.
• Ensure consistent and professional delivery of superior quality services, cordial interpersonal communications, timely responses to requests for service and support, adherence to team processes, accurate and consistent use of Service Center tracking and reporting software (Remedy).  Utilize and develop metrics to assess effectiveness and capacity capabilities.  May be required to perform troubleshooting, analysis of problem with solution documentation and Service Restoral Team responsibilities.
• Develop, train, mentor and motivate the staff to meet individual, team and contract objectives and thresholds, as well as ensure individual career growth and development
  • Coordinates all team member training forecasts supporting individual development plans
• Establish team goals and strategy to evolve the team towards best in class/industry standards from a performance and customer satisfaction standpoint. 
• Establish Account Operations Manual Processes, Work Instructions and Checklists. 
• Responsible for formulating and enforcing team work standards, assigning schedules, reviewing work performance and identifying discrepancies, supervising personnel assigned within functions
• Serve as an escalation point for client Desktop and Server related outages and problems.
• Conduct regularly scheduled staff meetings to provide a forum for communicating team or contract initiatives and policies, discussing current and evolving service requests, and soliciting input and concerns about team operations, processes, and initiatives.

• Working with the Systems Operations Manager, Customer Services Manager and Service Delivery Manager, to support established service level goals and objectives.
• Prepare monthly Contract Deliverable Reporting List (CDRL) document reporting team performance, trend analysis and supporting metrics.
• Define, document, encourage use of, and evolve team Best Practices based on industry and organizational standards.
• Actively collaborate with other Line of Service Team Leads in achieve Service Delivery Excellence as outlined in the Service Delivery Excellence Plan (SDEP).
• Supports planning for future installation. 
  • Assesses and schedules resources for total life-cycle support of systems, assessing installation plans, supporting and validating installation, testing and acceptance, modification and upgrade, overall administration and support, and decommission, while maintaining accountability for assigned system assets. 
• Responsible for the allocation of assets, ensuring that performance meets technical, cost, quality, and schedule requirements in support of system operation. 
• Responsible for sparing, provisioning, diagnoses, repair, adjust, install (assemble, setup, configuration, test) upgrade and de-install. 
• Performs collect/analyze/report metrics.  Determines hardware compatibility and influences hardware design and/or configuration.

Individual is required to have a proven solid work history in Customer Services, hardware support, and management of technical support teams based on a commensurate level of current support environment. In addition, he or she must possess a demonstrated capable oral and written communications skills interacting with Customers and all levels of management. 

Special Requirements:

This person is required to carry a pager or cell phone and respond to off hour emergencies.

Certification Requirements:

Either CompTIA A+, or Security+ Technical Certifications are desired and will be required within 6 months of hire date.  Current Windows 2000, XP, VISTA and SUN Solaris experience required.

Clearance Requirement:

 Top Secret Clearance with ability to obtain special accesses

Bachelor’s degree and 8 – 10 years experience required.  Relevant experience may be considered in lieu of education.

Equal Opportunity/Affirmative Action Employer

M/F/D/V