AceInfo Solutions, Inc.

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Executive Level Service Team Lead

Executive Level Service Team Lead

Job Location 
US-DC-Washington
Type 
Regular Full-Time
Position Duration 
..
Clearance 
Public Trust Or ability to obtain a Public Trust

More information about this job

Overview

Ace Info Solutions, Inc. (AceInfo) is a leading Federal contractor with a focused vision: empower our clients, challenge our employees, and grow our business. Founded in December 2000, we are deeply committed to ensuring quality and customer satisfaction. We have a mature corporate infrastructure, strong management, and quality practices. AceInfo is a trusted IT partner to the Federal Government, and we help various agencies transform and strengthen their processes, operations, infrastructures, and security practices to help them further their critical missions.

For over 15 years, we have successfully managed large and significant Federal programs. We have proven experience prioritizing client satisfaction, project quality, and providing innovative, cost-effective solutions to Federal clients.

AceInfo is prime on 95% of our contracts, is headquartered in Reston VA, and has geographically dispersed office locations throughout the country, to include: Kearneysville, WV; Chesapeake, VA; Fort Collins, CO; Boulder, CO; Quantico, VA; Kansas City, MO; Bowie, MD; multiple Washington, DC Metropolitan locations, and project presence in 23 states in all time zones. We offer excellent benefits and salary packages including free medical/dental/life insurance premiums for staff members. We offer relocation assistance for internal employees and external candidates, within 50 miles (minimum) of work location. We do not offer assistance for relocation and housing for internship positions.

 

AceInfo is currently seeking a Executive Level Service Team Lead to support our upcoming federal project in Washington, DC.

 

 

Overview:

 

The Program will provide End User Support and strategic Division Level Support for the Technical Support Division, for numerous Federal Agencies and Groups. These efforts will aid in providing overall project management support, coordination, and outreach/communication between the Technical Support Division (TSD) Division level management and TSD employees as well as other Client Technology Services (CTS) Divisions and Customers. The staff will effectively administer, manage, and perform duties and responsibilities as required by the Government. The staff will be performing work as required to accomplish IT End User Services and Support. The staff is responsible for all applicable directives, orders, regulations, specifications, etc. provided by the Government in support; and will be principally performed at locations in the following Geographic Site Locations; St. Louis, MO; Kansas City, MO; Beltsville, MD; Washington, DC and Ft. Collins, CO.

Responsibilities

  • Serve as first and second level of contact for users
  • Answer and record incoming calls in the Government-provided automated tracking system, I.E., Remedy
  • Take ownership of problems to full resolution
  • Provide follow-up to the user on the status of the problem until resolution
  • Escalate problem, if required, following established CTS escalation procedures
  • Provide the highest level of support service offered to the Washington, DC executives and the Office of the Secretary to meet the needs of executives in a 24/7 environment
  • The level of service and response times provided is largely related to departmental initiatives and executive management requirements
  • Typically, the White Glove Services supports approximately fifty (50) executives and administrative staff. The Presidential Transition is currently under way at the time of this PWS and the number is expected to change. 24/7 support for this effort consist of, but not limited to, all IT related tacks/activities
  • Response and support for traveling Executives during official business travel
  • Local travel to meet, deliver and support Executives
  • Support of all IT devices Executives may require
  • Direct lines of communications with peers and vendors for rapid resolution
  • Immediate response times with continued status updates as required
  • Communicate wide-spread outages directly and status updates as required
  • Troubleshoot problems/issues continual until resolved
  • Provide a daily activity report on all tickets entered in support of all Agencies
  • Ensure that ticket status is updated in accordance with the instructions for PSC ticket management as set down in the PRS, and that mean time to resolution is accurately documented

Qualifications

  • Bachelor’s degree in IT related field
  • 6+ years of Service Desk, Helpdesk Support and Remote support
  • Experience in managing IT support issues
  • Expert with Windows client operating systems (i.e. Windows 7, Windows 10)
  • Experience in managing and performing support of end user hardware, software and technologies
  • Experience with direct end user customer service and interaction
  • Experience reviewing ticket data and identifying trends for corrective action
  • Experience working with enterprise IT ticketing tool, preferably with Remedy
  • Experience working in IT support federal contracting environment
  • Experience supervising professionals who are located remotely across the country
  • Good analytical and problem solving skills
  • Good organization and time management skills
  • Experience with Remedy Ticketing system.

 

Additional Information:

  • Candidate must have an Active Public Trust or the ability to obtain a Public Trust from the Federal Government

Ace Info Solutions is an Equal Opportunity Employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, genetics, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.