DHS-Ice ITSS - Contract Team Lead (Regional Lead) with Security Clearance
This position has openings in the following locations:
San Bernardino, CA Hartford, CT Washington, DC Orlando, FL Tukwila, WA Apogee is actively seeking a Contract Team Lead (Regional Lead) to manage regional service delivery efforts in support of customer sites located throughout the Continental United States supporting the nationwide DHS ICE IT Services Contract.
Why work with us? Apogee Engineering, LLC is a provider of research, engineering, operations, software, cyber, intel, training, technical services, financial and administrative expertise across an array of DOD and Federal Civilian customers.
Our company was founded on the commitment of making a positive difference for our customers and our people.
Apogee's culture is infused with integrity and a passion for excellence, which has propelled us into the ranks of an elite small business company.
Apogee is known for an unwavering dedication to our client's success, a warm and employee-centric work environment, and an enthusiasm to provide the right solution at the right time.
What you will be doing:
Apogee is looking for an experienced Contract Team Lead (Regional Lead) to manage the service delivery efforts for Tier II IT Field Support.
The Field Support team is responsible for managing 24x7 LANs and associated applications, peripherals, and connectivity for 26,000
end users located at various sites throughout the United States.
The ideal candidate will have experience supporting the installation, implementation, troubleshooting, and maintenance of agency wide-area networks (WANs) and local-area networks (LANs).
The Contract Team Lead (Regional Team Lead) will be responsible for managing computer operations, and the supervision of staff operations.
Ensuring production schedules are met, and that computer system resources are used effectively.
Coordinate the resolution of production-related problems, and ensure proper relationships are established between customers, teaming partners, and vendors to facilitate the delivery of information technology services.
The ideal candidate will also have experience in applying ITIL best practices to service delivery in a similar, large enterprise environment and a track record of meeting or exceeding contractual service level agreements.
This position requires strong communication skills to ensure that the team provides quality support in the delivery of services to our customer.
Core duties include, but are not limited to:
This position requires extensive experience managing a worldwide, diverse IT technical organization with 24/7/365 responsibilities Excellent organization, writing, interpersonal, executive management, problem solving and customer service skills.
Professional management experience in an IT Technical program supporting a large operational organization Successful experience managing diverse employees over multiple time zones Ability to work effectively with IT Management to achieve overarching IT goals while maintaining high level of customer satisfaction and low level of unsolved technical issues.
Plans and develops methods and procedures for service delivery to the end users, directs and coordinates projects and exercises control over personnel responsible for specific functions or phases of the service delivery program Serves as a designated Regional Team Lead to Technical Leads and System Administrators 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 meetings with technical leads, system administrators, external support groups and client IT management.
Monitors ITSM (ServiceNow) assignment groups within the region to ensure that incidents and service requests are being resolved within the Service Level Agreements for a particular site.
Ensure that tickets are following documentation templates and/or guidelines to ensure quality requirements are met.
Manages client interaction and expectations regarding service delivery efforts while developing lasting relationships with client personnel and other support groups to foster success Identification of operational risks and development of mitigation strategies Ensures consistency and quality of service delivery efforts and deliverables within assigned area of responsibility Review and approval of timesheets, expense reports and travel requests Drives the hiring process to ensure continual progress, identification of positions at risk, develops a pipeline of candidates to maintain a high staffing to plan ratio, performs technical interviewing and issuance of staffing recommendations, and capable of solving hiring and retention problems associated with IT professionals Provides performance management by conducting effective evaluations and mentoring team members through formal and informal channels Serves as escalation POC for Government IT Managers Provides evaluation, training, coaching and mentorship of system engineers Fulfills routine and ad-hoc technical and service-related reporting requests What you'll need:
DHS requires, must be a US Citizen and pass the DHS Employment Eligibility Verification process DHS requires preliminary Fitness determination and acceptable background investigation for Public Trust clearance Minimum of a Bachelor's degree with 8
years of relevant experience or equivalent combination of education and experience 6
years of IT-related support experience, preferably through progressive technical roles 3
years of experience in providing IT support in a large Enterprise environment (10,000
end-users) Prior experience in a lead technical role managing a team of engineers Demonstrated ability to troubleshoot and resolve desktop, network, or other IT issues Must possess excellent communication (oral and written) skills, attention to detail, problem solving and excellent customer service skills Must have excellent team building and collaboration skills.
Must have strong attention to detail and able to identify trends.
Preferred
Qualifications:
Experience evaluating system performance results and recommending improvements or optimizations Subject Matter Expert with the setup, configuration, and administration of servers and backups Experience performing IT hardware repairs and installing replacement parts Experience planning and leading major technology assignments and projects PMP, ITIL v4, MCSE, A+, Security+, Network+, Project+, or other relevant certifications
Benefits:
Apogee offers two medical plans, a high deductible health plan with a HRA and a traditional POS plan with co-pays, dental, vision, 401(k), life insurance, PTO, paid holidays, parental, military and jury duty paid leaves.
Regular part time employees scheduled for twenty-four or more hours per work week are eligible for benefits on a pro-rated basis.
This position is eligible for a discretionary annual bonus.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
San Bernardino, CA Hartford, CT Washington, DC Orlando, FL Tukwila, WA Apogee is actively seeking a Contract Team Lead (Regional Lead) to manage regional service delivery efforts in support of customer sites located throughout the Continental United States supporting the nationwide DHS ICE IT Services Contract.
Why work with us? Apogee Engineering, LLC is a provider of research, engineering, operations, software, cyber, intel, training, technical services, financial and administrative expertise across an array of DOD and Federal Civilian customers.
Our company was founded on the commitment of making a positive difference for our customers and our people.
Apogee's culture is infused with integrity and a passion for excellence, which has propelled us into the ranks of an elite small business company.
Apogee is known for an unwavering dedication to our client's success, a warm and employee-centric work environment, and an enthusiasm to provide the right solution at the right time.
What you will be doing:
Apogee is looking for an experienced Contract Team Lead (Regional Lead) to manage the service delivery efforts for Tier II IT Field Support.
The Field Support team is responsible for managing 24x7 LANs and associated applications, peripherals, and connectivity for 26,000
end users located at various sites throughout the United States.
The ideal candidate will have experience supporting the installation, implementation, troubleshooting, and maintenance of agency wide-area networks (WANs) and local-area networks (LANs).
The Contract Team Lead (Regional Team Lead) will be responsible for managing computer operations, and the supervision of staff operations.
Ensuring production schedules are met, and that computer system resources are used effectively.
Coordinate the resolution of production-related problems, and ensure proper relationships are established between customers, teaming partners, and vendors to facilitate the delivery of information technology services.
The ideal candidate will also have experience in applying ITIL best practices to service delivery in a similar, large enterprise environment and a track record of meeting or exceeding contractual service level agreements.
This position requires strong communication skills to ensure that the team provides quality support in the delivery of services to our customer.
Core duties include, but are not limited to:
This position requires extensive experience managing a worldwide, diverse IT technical organization with 24/7/365 responsibilities Excellent organization, writing, interpersonal, executive management, problem solving and customer service skills.
Professional management experience in an IT Technical program supporting a large operational organization Successful experience managing diverse employees over multiple time zones Ability to work effectively with IT Management to achieve overarching IT goals while maintaining high level of customer satisfaction and low level of unsolved technical issues.
Plans and develops methods and procedures for service delivery to the end users, directs and coordinates projects and exercises control over personnel responsible for specific functions or phases of the service delivery program Serves as a designated Regional Team Lead to Technical Leads and System Administrators 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 meetings with technical leads, system administrators, external support groups and client IT management.
Monitors ITSM (ServiceNow) assignment groups within the region to ensure that incidents and service requests are being resolved within the Service Level Agreements for a particular site.
Ensure that tickets are following documentation templates and/or guidelines to ensure quality requirements are met.
Manages client interaction and expectations regarding service delivery efforts while developing lasting relationships with client personnel and other support groups to foster success Identification of operational risks and development of mitigation strategies Ensures consistency and quality of service delivery efforts and deliverables within assigned area of responsibility Review and approval of timesheets, expense reports and travel requests Drives the hiring process to ensure continual progress, identification of positions at risk, develops a pipeline of candidates to maintain a high staffing to plan ratio, performs technical interviewing and issuance of staffing recommendations, and capable of solving hiring and retention problems associated with IT professionals Provides performance management by conducting effective evaluations and mentoring team members through formal and informal channels Serves as escalation POC for Government IT Managers Provides evaluation, training, coaching and mentorship of system engineers Fulfills routine and ad-hoc technical and service-related reporting requests What you'll need:
DHS requires, must be a US Citizen and pass the DHS Employment Eligibility Verification process DHS requires preliminary Fitness determination and acceptable background investigation for Public Trust clearance Minimum of a Bachelor's degree with 8
years of relevant experience or equivalent combination of education and experience 6
years of IT-related support experience, preferably through progressive technical roles 3
years of experience in providing IT support in a large Enterprise environment (10,000
end-users) Prior experience in a lead technical role managing a team of engineers Demonstrated ability to troubleshoot and resolve desktop, network, or other IT issues Must possess excellent communication (oral and written) skills, attention to detail, problem solving and excellent customer service skills Must have excellent team building and collaboration skills.
Must have strong attention to detail and able to identify trends.
Preferred
Qualifications:
Experience evaluating system performance results and recommending improvements or optimizations Subject Matter Expert with the setup, configuration, and administration of servers and backups Experience performing IT hardware repairs and installing replacement parts Experience planning and leading major technology assignments and projects PMP, ITIL v4, MCSE, A+, Security+, Network+, Project+, or other relevant certifications
Benefits:
Apogee offers two medical plans, a high deductible health plan with a HRA and a traditional POS plan with co-pays, dental, vision, 401(k), life insurance, PTO, paid holidays, parental, military and jury duty paid leaves.
Regular part time employees scheduled for twenty-four or more hours per work week are eligible for benefits on a pro-rated basis.
This position is eligible for a discretionary annual bonus.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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