Field Manager IV - Oneida Technical Solutions

neida Technical Solutions, LLC (OTS) has a rich history of providing IT support and associated services in highly complex, highly regulated, highly secure environments, including the U.S. Department of Defense (DoD), law enforcement, health care, retail, and the casino gaming industry. OTS is a wholly-owned subsidiary of Oneida Nation Enterprises and is the parent company of Croop-LaFrance (CLF), an experienced federal contracting firm.

We are currently seeking a Level IV Tech/Team Lead to support our contract at the Gunter Annex.

Position Summary:

TheLevel III Tech/Team Lead will aid in overseeing on-site local field support providing touch labor and walk-in services as well as local field services and customer support as required.

This position requires effective time management and multi-tasking skills, as well as strong interpersonal and communication abilities to report up-channel as needed. The Manager is a working team member, with hands-on knowledge of the areas supported to effectively streamline business processes.

• Provide Service Now training as needed to existing or new staff to ensure proper and consistent usage
• Proactively organize, direct and oversee the day-to-day activities of the field services team.
• Ensure work area coverage through contract hours including receiving and proactively managing contacts from staff if they are unable to report to work for their scheduled shift.
• Assign and establish priorities; coordinate efforts to expedite workflow and ensure work is completed in a timely fashion in accordance with established SLAs, policies and procedures
• Develop team effectiveness through coaching, communication, motivation and mentoring
  • Champion a customer-focused technically competent team that is able to deliver services that meet or exceed the needs of the organization
• Act as the Point of Contact for client escalations and operational issues.
• Provide training to new hires and continual training to staff on operational procedures

MINIMUM REQUIREMENTS:

• Minimum of 10-years of relevant work experience
• Experience/Knowledge of Service Now
• Minimum of Secret Clearance
• CompTIA Security+ Certification or equivalent DOD Baseline Certification

Oneida Technical Solutions, LLC. is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, genetic information or any other protected characteristic under applicable law.