Position: Technology Team Manager
Location: Albuquerque, NM
Clearance: U.S. Dept. of Energy Clearance (L or Q).
As the Team Manager, you will be responsible for ensuring successful delivery of services as defined by the contract at our client site. You will perform management tasks in support of IT Services & Project Technicians. You will also be responsible for ensuring on-going client, employee & end--user satisfaction. You will also be responsible for adherence to quality standards & established performance metrics for the site. You will be required to have knowledge of industry field services (both desktop & laptop) support practices, managing & motivating technical personnel, client negotiation techniques, & outstanding verbal & written communication skills.
Responsible for the day-to-day supervision of team technicians --planning & oversight of their team & any daily associated activities.
Exercise appropriate workflow & time management.
Maintain outstanding customer service for the team.
Accountable for both the team's service quality & performance.
Ensure appropriate workload balancing for the team.
Be the first point of escalation for customers & other IT staff.
Provide support for all escalated service requests.
Promote employee recognition programs & administer fairly.
Analyze ticket trends & report issues to other IT groups as appropriate.
Perform Clearance monitoring & assist in the maintenance activities for the staff.
Collaborate with other teams to cross train staff to support, "Load balancing," of staff across the organization, including monitoring of the queue.
Participate in meetings with other IT groups in order to anticipate changes in the client environment propose the appropriate action plans & inform/train staff accordingly.
Appropriately document all required information to develop & maintain Operations Guide & manuals.
Participate in the screening, interviewing, & selection of staff for their assigned work group.
Initiate & participate in the hiring activities for the team, training & mentoring of new staff, & in conjunction with Escalation team members, work with staff to develop training goals & plans
Team members performance planning & reviews.
Develop & administer corrective actions as appropriate.
Perform problem analysis with appropriate recommendations for remedial action.
Properly prepare team leads & personnel, for all applicable ASRC Federal Quality Audits.
Escalate all pertinent issues to the Program Manager, or Deputy PM.
Partner with your peers to communicate new solutions & assist with solution development.
Provide prompt response to client & division requests
Primary point of contact with any client-related delegates or representatives.
Provide customers with regular updates through meetings & communications
Conduct/participate in meetings with team staff & client management.
Produce team required performance reports.
Resolution of non-compliance items for the team.
Participate in applicable IT projects.
Develop & implement formal site procedures.
Generate required reports & status updates for the Sr. Ops Manager.
Other duties may-be-assigned.
Demonstrated ability to provide managerial support for subordinate management & technical staff.
Required to sit for extended periods-of-time.
Ability to operate a computer keyboard, mouse & to handle other computer components.
You may be asked to lift/transport moderately heavy objects, such as computers, devices peripherals (50lbs, max.).
You must possess at least one year of experience operating within ITSM best practices.
You must also demonstrate the ability to meet performance metric expectations through industry best practices.
You must have demonstrated experience, working with ticket tracking systems (eg: Remedy, Heat, LanDesk, ServiceNow, etc.).
Experience with Service Level Agreements (SLAs).
Associate's Degree in MIS, Computer Science, or other relevant discipline (Bachelor's preferred). Equivalent work experience/training may-be-considered in lieu of a degree.
At least two years' experience managing & directly supervising field service operations - five years' preferred.
In lieu of directly managing & supervising teams, two years' direct experience as a team lead, coaching & mentoring staff and/or leading projects will also be considered.
ITIL/ITSM V.3 Foundation Certification desirable.
An Active Dept. of Energy Clearance is strongly desired.
ASRC Federal and its Subsidiaries are Equal Opportunity / Affirmative Action employers. All qualified applicants will receive consideration for employment without regard to race, gender, color, age, sexual orientation, gender identification, national origin, religion, marital status, ancestry, citizenship, disability, protected veteran status, or any other factor prohibited by applicable law.