Team Lead

Overview: Are you an innovative IT Support Services Team Lead that would like to have a positive impact for millions of people? If so, we may have an opportunity for you.Responsibilities: Provide and lead team of End User IT Support Services provides responsive and effective technical assistance and Tier 2 help desk support to the End User Community for end user computing related issues. Core Services include, but are not limited to:

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  Provide onsite and remote technical troubleshooting support for approved Windows, Mac and Linux based desktop and laptop computers and related peripherals and software
• Configure and troubleshoot approved mobile devices
• Provide clear, concise, effective, and courteous communications to staff at all times
• Evaluate and provide recommendations for standard computing platforms and devices
• Evaluate new and upgraded end user software applications, and provide guidance for use and deployment.
• Evaluate, implement, maintain, and update Unified Communications and Collaboration (UCC) solution as an all-in- one collection of completely integrated tools designed to streamline and improve inter and intra office communication
• Maintain content for End User IT Support Services SharePoint site, and respond to inquiries and requests originating from the site
• Provide a technology refresh program to modernize IT equipment on a regularly scheduled basis as defined by the CIO
• Provide support for the interface of specialized scientific research equipment with IT equipment, and the systems with which they integrate
• Provide programmatic support for solving a variety of IT issues by using approved programming languages (i.e. PowerShell, Java, etc.) to write secure scripts
• Have a familiarity with scientific research methods and tools, and be able to leverage that knowledge to provide technical solutions to research-related needs
• Use advanced knowledge of current technologies, and specifically their application to scientific research, to design and implement unique solutions to complex technical challenges affecting the IRP research community
• Support Council sessions by configuring, deploying, and providing equipment for use by Council members
• Work with Property and Cyber Security to locate, patch, and update IT assets that have not checked in with automated management tools in over 30 days
• Provide after hours and weekend support for NIMH VIP users by having a designated on-call team member for the covered hours: Monday through Friday, 6:30pm-8:00pm, Weekends and Federal holidays, 8:00am-4:00pm

Qualifications:

• 6+ years of relevant, applicable professional experience
• Experience with small team leadership
• Experience with ServiceNow is a must
• Experience working in GovCon
• Experience with managing customer expectations and delivering the highest quality customer service
• ServiceNow expertise
• BS/MS/PhD degree from an accredited college with an Engineering or Applied Science major
• Excellent communication skills
• Eligible to hold a Public Trust clearance
• Strong work ethic
• Willing to provide after hours and weekend support for VIP users by having a designated on-call team member for the covered hours: Monday through Friday, 6:30pm-8:00pm, Weekends and Federal holidays, 8:00am-4:00pm