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SMS Data Products Group, Inc. · 1 month ago

Embedded Client Support Technician Lead

Albuquerque, NM

Full-time

Hybrid

Mid, Senior Level

4+ years exp

SMS Data Products Group, Inc. is a dynamic systems integrator that has been serving the advanced information technology needs of the federal government since 1976. The Embedded Client Support Technician Lead will be responsible for leading multiple CST teams, providing technical support, direction, and supervision, while ensuring compliance with customer service standards and managing team performance.

GovernmentHardwareInformation TechnologySoftwareTelecommunications

Growth Opportunities

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Ensure CST personnel provide competent and friendly customer support on every interaction

Monitor and track all open tickets for all 3 teams to ensure compliance with contractual requirements while providing updates to customers and leadership as required

Address customer feedback surveys

Support special projects, VIPs, and other assignments as needed, and respond to shift emergencies as needed

Compile and communicate required metrics and notable tasks to leadership

Attend regular meetings with external and internal support teams

Socialize, document, and coordinate notable information between supported CST teams and local leadership

Manage embedded CSTs in fast paced and highly visible work centers while serving as the Subject Matter Expert (SME) (Tier I & II)

Spend time within assigned work centers to provide onsite support and collaboration for team members

Qualification

Help desk managementITIL certificationWindows 10/11O365 Microsoft OfficeVideo Teleconference systemsClient/server network supportMulti-taskingProject Management certificationCritical thinkingTeam leadershipDocumentation skills

Required

Ability to multi-task and prioritize to ensure all technicians and customers' needs are responded to appropriately

Ability to apply advanced diagnostic techniques to identify problems, investigate causation, and recommend solutions

Create, update, review, and close help desk tickets

Ability to work with other Tier 1 and Tier II Support staff to ensure proper hand-off of tickets for prompt resolution or external escalation if needed

Familiarity with Windows 10 and Windows 11 Operating Systems and the O365 Microsoft Office Suite

Familiarity with enterprise class desktop software such as antivirus, remote management and troubleshooting, asset management and inventory, printing, and call centers

Knowledge of distributed software, including operating software and personal productivity software

Schedule, support, and troubleshoot both classified and unclassified Video Teleconference systems

Knowledge of portable technologies such as laptops, tablets, cell phones

Generate, update, and maintain required documentation of (Tier I & II) processes and SOPs

Applicant must possess refined critical thinking skills, should be a self-starter, and be able to direct the activities of other team members, diplomatic, multi-task capable, adaptive to a dynamic environment, dependable and reliable

Minimum of three years of experience working in a help desk organization

Minimum of 1 year managing and maintaining a help desk team

Experience in the analysis, installation, administration, and troubleshooting of all aspects of a client/server data network including multi-facility client/server network and system administration and support

Experience should include IT ticketing and request systems, ITIL certification and best practices methodologies

Must have and maintain an active DoD Secret security clearance

Must have and maintain DoD 8140 IAT-I certification