Evolver is seeking an IT Fulfillment and Inventory Team Lead to lead a team of 18 IT Fulfillment and Inventory technicians on a federal IT support services contract. The operation includes aspects of IT support including Laptop Imaging and Deployment, Equipment Repair, Asset Management, and Equipment Moves. This position works in close collaboration with other teams and government staff to advance support objectives including efficiency, customer satisfaction, and overall effectiveness of IT resources.
This an essential position and requires work on-site (weekdays from 7:30 a.m. to 4:00 p.m.) in Washington, DC (next to Smithsonian Metro) with occasional travel to other offices in Virginia and Maryland.
Responsibilities- Oversee day-to-day operations of IT fulfillment and Asset Management including the management support personnel.
- Responsible for evaluating, scheduling, and mentoring staff.
- Achieve high quality operations that meet Service Level Agreements resulting in high customer satisfaction levels.
- Work with the Asset Manager to improve customer service standards through communication techniques, work instructions, and training
- Work directly with customers when incident, request, or problem escalation is viewed as necessary
- Deliver management level weekly, monthly and ad hoc reporting, including inventory reports.
- Respond to issues and address challenges to the contract success as well as proactively identify and mitigate risks.
Basic Qualifications- 3 years of experience in lead position for customer support operations for federal government contract chartered with large scale, multi-faceted IT support.
- 2 years of experience with software/hardware asset life cycle management processes planning, acquisition, deployment, monitoring, and disposal
- 2 years of experience creating and delivering oral and written communication with the highest levels of management and client end users
- 2 years of experience with Windows 10, MS Office 365
- 2 years of experience with HP and Dell workstations and laptops
- 2 years of experience with System build, deployment, and maintenance
- 2 years of experience with IT ticketing software, including the ability to create ad hoc reports, and manage work/ticket queues.
- High School Diploma
- US citizen with ablity to pass a comprehensive government background/badging investigation
Preferred Qualifications- Bachelor's degree
- Certified IT Asset Manager (CITAM)
- Certified Hardware Asset Manager (CHAMP)
- Excellent computer skills, including high level of proficiency with Microsoft Office, including Excel, Outlook, and Word.
- Must be detail-oriented, organized, and can work under tight deadlines.
- 2 years of experience working as a contractor supporting the Federal Government.
Actual salary will depend on factors such as skills, qualifications, experience, market and work location. Evolver offers competitive benefits, including health, dental and vision insurance, 401(k), flexible spending account, and paid leave (including PTO and parental leave) in accordance with our applicable plans and policies.
