IT Support Specialist IV; Serv Desk Team Lead Job Kittery area,Maine USA,IT/Tech

Position: IT Support Specialist IV (Serv Desk Team Lead)
Job description:

Duties:

The contractor shall manage the onsite Service Desk contractors under this contract. They shall ensure direction from the Government supervisor is followed.
The Service Desk Team Lead's (Team Lead) working hours shall be approved in advance by the TPOC, which will typically occur during regular shipyard duty hours. They are required onsite and shall perform supervisory functions for all contractor employees. Employee is required to work 40 total hours per week.
The Team Lead shall ensure the Service Desk Ticket system is utilized by contractors for all customer intakes and that tickets open for greater than 48 hours are elevated.
The Team Lead shall manage team's work schedule, ensuring appropriate work is assigned to team personnel, and perform daily timekeeping for team personnel.
The Team Lead shall monitor team's work performance and update TPOC on project status, urgent items, etc. Communicate job expectations to team personnel, and if needed, document incidents and report to TPOC.
Disseminate information to TPOC to ensure concerns or issues are addressed and resolved quickly to maintain the success of the PNS Service Desk as well as that of all C109 branches.
Perform annual reviews of existing team Standard Operating Procedures (SOP). Ensure any change to process or policy is updated within SOPs. Ensure all team personnel are aware of any changes and/or new SOPs by maintaining a signed roster sheet for each SOP.
Attend weekly meetings with TPOC for status updates, safety, security, and to disseminate pertinent information.
Ensure communication with end users, functional managers, stakeholders, and C109 Management Team is timely and accurate.
Monitor progress toward goals.
Spot-check work to ensure Help Desk Staff are knowledgeable and courteous.

Qualification:

The TL shall have a minimum of one (1) year managing a customer service team. The contractor shall have a minimum of four (4) years' experience working in a customer service environment. The contractor shall also have at least three (3) years of experience and/or the knowledge necessary to provide customer IT support.
After onboarding, the TL will be issued a Cyber IT/Cybersecurity Workforce (CSWF) designation letter from the Information Systems Security Manager (ISSM). The TL must sign and adhere to the CSWF designation letter.
The TL shall be issued an Information Systems (IS) Privileged Access Agreement (PAA) and Acknowledgement of Responsibilities form from the ISSM. The TL must sign and adhere to the IS PAA and Acknowledgement of Responsibilities form.
The TL shall have (at a minimum) one of the Baseline Cyber IT Certifications prior to the onboarding at PNS as identified as Specialty Area 41, Intermediate/Journeyman Baseline certification, referenced in the Cybersecurity workforce manuals SECNAV M-5239.2 and DoD 8570.01M. IA requirements are contained in the 5239.2 Appendix 4 Specialty Area 41 table at the bottom of this section.


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