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Kentro · 1 day ago

EUO Surge Support Travel Team Lead (VA ESOM)

Hines, IL

Full-time

Hybrid

Senior Level

$69K/yr - $79K/yr

5+ years exp

Kentro is a company focused on innovation and collaboration, and they are seeking an experienced Surge Support Travel Team Lead to support their VA - End Point Support and Operations Monitoring contract. The role involves leading a mobile team to provide IT support during surge events and planning local IT projects when not traveling.

Information Technology & Services

Responsibilities

Lead, manage, and mentor a team of customer service engineers, providing daily guidance, technical direction, and workload prioritization during both surge events and routine operations

Conduct regular check-ins and performance evaluations, ensuring team members meet performance expectations and professional standards

Support professional development by identifying skill gaps, recommending training, and fostering a growth-oriented team culture

Promote a positive, collaborative, and accountable team environment aligned with Kentro values and customer expectations

Address personnel issues promptly and effectively, escalating to management or HR when necessary

Serves as a dedicated lead resource for district surge support events; events may require the need to travel for 2 weeks at a time, equating to 12 consecutive days, departing on Monday, and returning on the Friday of the following week

Ability to lead and work independently to support a variety of IT tasks including asset deployments, imaging and decommissioning, and other IT duties as assigned

Leads and supports critical IT initiatives as defined by EUS leadership, mitigating high priority backlogs. Ensures closure of assignments by documenting status with ServiceNow

Draws upon extensive IT knowledge to lead and support a team of customer service engineers, prioritizing critical problems and providing technical guidance during daily operations and surge events

Ability to use online reporting tools and Excel to mine data, generate actionable insights and create asset replacement schedules

May manages routine IT administration tasks and logging data in system, supports the installation, maintenance, testing and troubleshooting of computer systems and equipment, ensuring optimal operations

Provides responsive customer support, abiding by customer-specified Key Performance Indicators

Collaborates with District Project Managers, surge support travel teams, and onsite staff during surge events

Possesses the physical capability to handle demanding tasks such as lifting equipment up to 50 pounds and navigating through facility spaces to access and repair equipment

Ability to stand and move throughout the work area for prolonged periods up to 8 hours

Active listening: Understand customer needs and concerns fully before responding

Clear verbal and written communication: Explain technical issues in simple, customer-friendly language

Empathy: Show understanding and patience with frustrated or non-technical customers

Relationship building: Develop trust and rapport with customers and colleagues and direct reports

Professional demeanor: Represent the company with courtesy and confidence in all interactions

Proactive attitude: Anticipate customer needs before they escalate into issues

Continuous improvement: Seek feedback to improve both personal and team performance and customer experience

Ownership: Take responsibility for resolving issues from start to finish while ensuring the team understands and meets customer expectations

The work environment involves both sedentary and active elements, requiring careful handling of electronic components and adherence to safety precautions to prevent injuries or equipment damage

Possessing the physical capability to handle demanding tasks such as lifting equipment up to 50 pounds and bending, twisting, squatting and crawling to navigate through facility spaces to access and repair equipment

Qualification

IT SupportSystem AdministrationTeam LeadershipITIL v4 CertificationCloud InfrastructureMicrosoft OfficeEmpathyProactive AttitudeActive ListeningClear CommunicationRelationship Building

Required

Bachelor's degree in computer science, electronics engineering or other engineering or technical discipline; 5+ years of relevant experience; 8+ years of additional relevant experience may be substituted for education

Experience in conducting routine system administration tasks and logging data in system admin logs

Adept knowledge in IT principles and practices, proficiency with Microsoft Office applications, and a basic understanding of system administration in a Windows environment

Candidates must meet the physical requirements of the role as listed in the job description