Description

The Device Management Lead provides leadership for a federal government agency. The candidate must be proficient with the IT Infrastructure Library (ITIL) framework, incident management systems, and providing white-glove service. This position requires experience and capabilities in establishing and meeting service level agreements (SLA) and key performance indicators (KPI) and being able to critically think to develop proactive solutions. The candidate must be customer-focused, flexible, and able to achieve service delivery excellence in a fast-paced environment. 

Location: Fully on-site in Washington DC

• Oversee and manage the day-to-day delivery and activities associated with the identification, prioritization, and resolution of Device Management reported problems and tasks using best practices and ticketing systems
• Communicate appropriately to the CSC Director, SFI Project Director, staff, and Service Desk Manager
• Schedule device management staff appropriately when there are outages or staff time off
• Research the hardware and software to identify problems, trends, updates, and security risks
• Manage Laptop / Desktop Images, updates, and software pushes
• Prioritize the daily activities of the team and dispatch them accordingly
• Quality Control work and tickets on critical and high-priority items
• Maintain the highest level of customer support through proactive management and implementation of continuous improvement initiatives. Provide white-glove service
• Create, document, and update standard operating procedures (SOP) to resolve issues consistently, efficiently, and effectively utilizing CMMI Level 3 best practices
• Manage the Azure deployment of key software updates for all computers
• Responsible for the installation, and configuration of software products across installed hardware platforms
• Manage and meet SLA and KPI-based support expectations and promote a culture of continual service improvement
• Manage communication with stakeholders and IT management regarding service provision and outages. Train and coach desktop technicians on processes and newly introduced technology
• Implementing and complying with industry standards such as CMMI, PMI, and HDI
• The operating hours for the Desktop Support Services team are Monday through Friday 7 AM to 6 PM Eastern time, excluding Federal Holidays

Requirements:

• 6 years of relevant IT experience
• 1 years of experience managing a desktop support team / Device Management 
• A Certification required
• Excellent reporting, customer service, interpersonal skills, telephone etiquette, time and staff management, and problem-solving skills
• Excellent understanding of computer hardware, operating system functions, and components. Must be familiar with multiple makes/models of desktops and laptops, and be able to troubleshoot and escalate as appropriate
• Apple IOS and Windows troubleshooting and configuration skills
• Apple iPhones and tablet device troubleshooting and configuration
• Knowledge of Service Now, Active Directory, SCCM/Azure and Office 365, Dell Latitude laptop systems, and basic AV skills
• Experience with asset management and project management 

Desired Skills & Qualifications

• Ability to interact at all levels of management internally, and with customers and suppliers
• Superior communication skills, both verbal and written
• Excellent follow-through
• Professional appearance
• Takes initiative and doesn’t need constant supervision
• Must be able to multitask and manage time among staff
• Flexibility and ability to bounce between tasks quickly

Additional Information:

• To meet the clearance requirements for this opportunity, candidates must be authorized to work in the US.
• All candidates will be subject to a complete background check to include, but are not limited to Criminal History, Education Verification, Professional Certification Verification, Verification of Previous Employment, and Credit History.
• Public Trust background investigations can take approximately four to eight weeks and require fingerprinting.

Other Information:

• The salary for this position is $50,000 - $70,000 annually
• For information on SFI's benefits please visit http://www.spatialfront.com/pages/career.html
• This is a full-time W2 position.
• Please no agencies, third parties, or corp-to-corp.
• Spatial Front Inc. is an Equal-opportunity Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
• Spatial Front Inc. participates in E-Verify.