Overview

Edgewater Federal Solutions is seeking an Techinical Services Team Manager to support the IT program at a major naitonal laboratory. 

We are seeking a highly motivated and experienced Technical Support Manager to join our team. In this role, you will be responsible for overseeing the day-to-day operations of our technical support team, ensuring that we meet or exceed our service level agreements (SLAs). You will also play a key role in developing and implementing new processes and procedures to improve our efficiency and effectiveness.

Responsibilities

Team Leadership

• Lead and supervise a team of technical support specialists.
• Provide coaching and mentoring to team members.
• Develop and implement training programs.
• Monitor team performance and identify areas for improvement.
• Foster a collaborative and supportive work environment.

Service Delivery

• Ensure that the technical support team meets or exceeds SLAs.
• Manage the service catalog and knowledge base.
• Track and resolve customer issues.
• Escalate complex issues to the appropriate team.
• Work with other teams to ensure seamless service delivery.

Process Improvement

• Develop and implement new processes and procedures to improve efficiency and effectiveness.
• Analyze data and identify trends.
• Continuously improve the quality of our technical support services
• Stay up-to-date on the latest industry best practices

Qualifications

Education and Experience:

• Bachelor's degree in Computer Science, Computer Engineering, Information Systems, or a related field combined with 8 years of relevant IT experience.
• OR an Associate's degree combined with 11 years of relevant IT experience.
• OR a minimum of 14 years of relevant IT experience.
• Please note:At least 2 years of the total experience (including leadership or team lead experience) must demonstrate the ability to support direct and indirect customers.

Security Clearance:

• U.S. Citizenship is required per contract.
• Active Department of Energy Q clearance required to start.

Additional Requirements

• Demonstrated ability to provide managerial support for subordinate management & technical staff.
• At least three years of experience operating within ITSM best practices.
• Demonstrated ability to meet performance metric expectations through industry best practices.
• Experience working with ticket tracking systems (e.g., Remedy, Heat, LanDesk, ServiceNow, etc.).
• Experience with Service Level Agreements (SLAs).
• ITIL/ITSM v4 Foundation Certification
• KCS (Knowledge Centered Support) Certification

Desired experiences & skills include:

• CSM or PMP certification
• Experience managing projects.
• CRM experience
• ServiceNow familiarity

Please note: This job description is not intended to be an exhaustive list of all responsibilities, duties, and qualifications associated with the position.

About Us: 

Edgewater Federal Solutions is a privately held government contracting firm located in Frederick, MD. The company was founded in 2002 with the vision of being highly recognized and admired for supporting customer missions through employee empowerment, exceptional services and timely delivery. Edgewater Federal Solutions is ISO 9001, 20000-1, 270001 certified, appraised at CMMI Level 3 Maturity for Development and Services, and has been named in the Top Workplaces in the Greater Washington Area Small Companies for 2018 through 2023.

It has been and continues to be the policy of Edgewater Federal Solutions to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, veteran status, and/or other statuses protected by applicable law.