IT Team Manager - 1814 - KeyLogic Systems

Position: IT Team Manager
Location: Livermore, CA
Salary Range: $91,900 - $101,900 per year
Clearance: Clearable to Q

KeyLogic is seeking an IT Team Manager to support the IT program at a major national laboratory. 

This role provides end-user support with processes for managing and delivering services that are ITIL® conformant. Resolve incidents, service requests, and problems associated with service failures or degradations that are related to hardware and software computing devices (including mobile equipment). Additionally, support multi-user rooms (e.g., Skype rooms, classrooms) and video and collaborative technologies. Provide tactical-support personnel for the services described below.

Responsibilities:

A Team Manager will be responsible for:

• Ensuring successful delivery of services as defined by the contract at our client site.
• Perform management tasks in support of IT Services and Project Technicians.
• Ensuring on-going client, employee and end–user satisfaction.
• Adhering to quality standards and established performance metrics for the site.
• Knowledge of industry field services (both desktop and laptop) support practices, managing and motivating technical personnel, client negotiation techniques, and outstanding verbal and written communication skills.
• Assist in applying common best practices for the industry to the customer using a knowledge base to create conceptual business models and to identify relevant issues and considerations in selecting application software packages.
• Assessing the operational and functional baseline of an organization and its organizational components and help to define the direction and strategy for an engagement while ensuring the organizational needs are being addressed.
  • Typical areas addressed include Human Resources, Finance, Supply, and operations.
• Identifying information technology inadequacies and/or deficiencies that affect the functional area’s ability to support/meet organizational goals.
• Supporting the development of functional area strategies for enhanced IT.
• Day-to-day supervision of team technicians
  • Planning and oversight of the team and any daily associated activities
• Exercise appropriate workflow and time management.
• Maintain outstanding customer service for the team.
• Accountable for both the team’s service quality and performance.
• Ensure appropriate workload balancing for the team.
• Be the first point of escalation for customers and other IT staff.
• Provide support for all escalated service requests.
• Analyze ticket trends and report issues to other IT groups as appropriate.
• Participate in meetings with other IT groups to anticipate changes in the client environment, propose the appropriate action plans and inform/train staff accordingly.
• Appropriately document all required information to develop and maintain Operations Guide and manuals.
• Participate in the screening, interviewing, and selection of staff for their assigned work group.
• Initiate and participate in the hiring activities for the team, training and mentoring of new staff, and in conjunction with Escalation team members, work with staff to develop training goals and plans
• Team members performance planning and reviews.
• Develop and administer corrective actions as appropriate.
• Perform problem analysis with appropriate recommendations for remedial action.
• Provide prompt response to client and division requests.
• Provide customers with regular updates through meetings and communications.
• Conduct/participate in meetings with team staff and client management.
• Produce team required performance reports.
• Resolution of non-compliance items for the team.
• Participate in applicable IT projects.
• Other duties may-be-assigned.

Qualifications:

• Bachelor’s degree in a related field and 4 years of related experience; recent experience is desired.
• In lieu of a Bachelor's degree, an Associate's Degree in a related field and 7 additional years of related experience may be substituted OR 6 additional years of related experience for a total of 10 years' experience may be substituted.
• U.S. Citizenship is required per contract to obtain and maintain a U.S. Department of Energy Q security clearance.
• Must possess strong leadership, written & verbal communication skills.