• C4 - AFNWC IT Services Lead

    Job Locations US-NM-Albuquerque
    Job ID
    2018-2349
    # of Openings
    1
    Clearance Requirement
    S
    Education Requirement
    High School Diploma/GED
    Certifications
    Security +
    Experience Level
    Mid-level
    8570 Compliant
    IAT 2
  • Overview

    SMS is a fast growing, veteran-owned business that's has supported Federal Government's IT initiatives for over four decades.  We work side-by-side with our Federal clients as a trusted, long-term partner to offer innovative advice and leadership to solve their most pressing and complex problems. We orchestrate people, strategies, technologies and best-of-breed business processes. The SMS advantage in management and technology consulting includes deep domain expertise in complex networking design and unifying communities of interest. 

     

    We have strong capabilities in design & build, planning, governance, quality management, security, analytics, virtualization, operations and business process improvement. For 40 years, SMS has brought customer satisfaction to Federal clients and formed lasting alliances with leading technology companies and talented small businesses to deliver joint, leading-edge, cost-effective services and products. 

    This position requires a detail oriented individual to lead a team providing Tier I and Tier II Information Technology (IT) troubleshooting, and maintenance services, supporting the Air Force Nuclear Weapon Center (AFNWC) mission. 

    Responsibilities

    • Provides technical support, direction, supervision, and leadership to a team of Client Support Technicians (CSTs) and Functional System Administrators (FSAs).
    • Responsible for maintaining IT systems, applications, and services, supporting the AFNWC mission.
    • Operate as the primary liaison between contract management, government staff, and the technical support team.
    • Responsible for all aspects of the team environment, to include:
      • Hiring
      • Scheduling, assigning, and prioritizing tickets
      • Setting expectations
      • Establishing training goals
      • Overseeing performance management, disciplinary actions, and terminations.
    • Will monitor, track, and report the status of all open tickets, and project assignments
    • Ensuring complete customer satisfaction, and compliance with contractual obligations.
    • May be required to provide direct support to customers, special projects, VIPs, and other assignments as needed.
    • Must be able to respond to emergencies on a 24/7 basis.

    Qualifications

    Experience/Skills:

    • Ability to manage technicians in a fast paced and highly visible call center while serving as the Subject Matter Expert (SME) (Tier I & II).
    • 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 causes, and recommend solutions.
    • Experience with Air Force enterprise class desktop software and applications such as Windows 10, Microsoft Office products, antivirus, remote management, troubleshooting, and general call center environments.
    • Experience with asset management and inventory control requirements.
    • Knowledge of distributed software, including operating software and personal productivity software.
    • Knowledge of portable technologies such as laptops, tablets, cell phones, and IPhones’.
    • Experience in the analysis, installation, administration, and troubleshooting of all aspects of IT hardware, software, peripherals, client/server data networks, including multi-facility enterprise level client/server networks and system administration and support.
    • Experience should include the utilization of an IT ticketing and request systems, and a general understanding ITIL methodologies.
    • Exceptionally detail oriented, and have great documentation, communication, and customer service skills.

     

    Qualifications/Certifications:

    • Minimum of three years combined experience working as an FSA, CST / Help Desk technician, with an additional two years as a supervisor.
    • DoD 8570 IAT-II + CE certification is required
    • Must have and maintain an active DoD Secret security clearance.
    • Bachelor’s degree and ITIL Foundation v3 certification is preferred. 

    SMS is an Equal Opportunity Employer. 

     

    SMS is a veteran-owned network integrator established in 1976.  With an employee retention rate averaging over 5 years, our ability to hire quality people and retain them in a rapidly evolving IT market proves why we are a world-class information technology company. At SMS, we place a high value on quality of service, customer satisfaction, and best-of-breed policies and practices. As a result, SMS is proud to be ISO 9001:2008 Registered and a CMMI Level 3 certified company, ensuring that we continue to meet and exceed the expectations of our customers, partners and employees.  

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