Embedded Client Support Technician Lead

This position is responsible for leading 3 distinct CST teams at Kirtland Air Force Base in support of the 377th Comm Squadron's C4 contract. This position provides technical support, direction, supervision, and leadership to members of the 3 separate CST teams. The embedded CST team is comprised of 2 CSTs within the 351SWTS unit, 3 CSTs within the 58SOW unit, and a single CST within the A4Z unit. The Embedded CST Lead is responsible for all aspects of maintaining these positions, and the individuals in these positions, including the duties of interviewing, scheduling, ensuring shift coverage, work assignment and prioritization, setting work center expectations, performance management, and disciplinary actions.

As a dynamic systems integrator, SMS offers proven solutions in engineering, operations, cybersecurity, and digital transformation. With expertise in modernizing and optimizing legacy infrastructure and systems, ensuring operational efficiency, and designing, implementing, and managing secure environments, SMS supports business and mission goals with proficiency, quality, and integrity.

SMS has been serving the advanced information technology needs of the federal government since 1976, delivering talented teams and innovative, cost-effective solutions and services to support our customers' missions for more than 45 years. SMS is headquartered in McLean, Virginia, with offices and on-site operations at customer locations throughout the United States. For additional information on SMS, visit www.sms.com.

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Ensure CST personnel provide competent and friendly customer support on every interaction.
• Monitor and track all open tickets for all 3 teams to ensure compliance with contractual requirements while providing updates to customers and leadership as required.
• Address customer feedback surveys.
• Support special projects, VIPs, and other assignments as needed, and respond to shift emergencies as needed.
• Compile and communicate required metrics and notable tasks to leadership.
• Attend regular meetings with external and internal support teams.
• Socialize, document, and coordinate notable information between supported CST teams and local leadership.
• Manage embedded CSTs in fast paced and highly visible work centers while serving as the Subject Matter Expert (SME) (Tier I & II).
• Spend time within assigned work centers to provide onsite support and collaboration for team members.

Qualifications/Certifications:

• Ability to multi-task and prioritize to ensure all technicians and customers' needs are responded to appropriately.
• Ability to apply advanced diagnostic techniques to identify problems, investigate causation, and recommend solutions.
• Create, update, review, and close help desk tickets.
• Ability to work with other Tier 1 and Tier II Support staff to ensure proper hand-off of tickets for prompt resolution or external escalation if needed.
• Familiarity with Windows 10 and Windows 11 Operating Systems and the O365 Microsoft Office Suite
• Familiarity with creating/updating tickets, Remedy is preferred.
• Familiarity with enterprise class desktop software such as antivirus, remote management and troubleshooting, asset management and inventory, printing, and call centers.
• Knowledge of distributed software, including operating software and personal productivity software.
• Schedule, support, and troubleshoot both classified and unclassified Video Teleconference systems.
• Knowledge of portable technologies such as laptops, tablets, cell phones.
• Generate, update, and maintain required documentation of (Tier I & II) processes and SOPs.
• Applicant must possess refined critical thinking skills, should be a self-starter, and be able to direct the activities of other team members, diplomatic, multi-task capable, adaptive to a dynamic environment, dependable and reliable. Prior experience in a government consulting services environment is preferred.
• Minimum of three years of experience working in a help desk organization.
• Minimum of 1 year managing and maintaining a help desk team.
• Experience in the analysis, installation, administration, and troubleshooting of all aspects of a client/server data network including multi-facility client/server network and system administration and support.
• Experience should include IT ticketing and request systems, ITIL certification and best practices methodologies.
• Must have and maintain an active DoD Secret security clearance.
• Must have and maintain DoD 8140 IAT-I certification.
• ITIL Foundation v4 certification is preferred.
• Project Management certification is preferred.

SMS is a dynamic systems integrator established in 1976, delivering talented teams and innovative, cost-effective solutions and services to support our customers' missions for more than 47 years. Our ability to hire and retain quality people in a rapidly evolving IT market is proven through our employee retention rate averaging over 3 years. At SMS, we place a high value on quality of service, customer satisfaction, and best-of-breed policies and practices, resulting in CMMI Level 3 certification and ISO registrations including 9001:2015, 20000-1:2018, and ISO/IEC 27001:2013. SMS is headquartered in McLean, Virginia, with offices and on-site operations at customer locations throughout the United States.

SMS 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.