Encantado Technical Solutions (ETS) is an unpopulated Small Business Administration-approved mentor-protégé joint venture between Edgewater Federal Solutions, Inc. and ECS Federal, LLC. ETS is bolstered by second-tier subcontractors Information International Associates (IIA) and Amentum. ETS provides comprehensive enterprise and mission-embedded IT support for the $400 – $700 million Third-Party Telecommunications and Information Technology Support Services contract at Sandia National Laboratories. ETS is currently recruiting for a variety of cleared and uncleared IT positions with on-site and remote opportunities in New Mexico and California. As ETS is unpopulated, employees will work for one of the four companies listed above.

The Subcontractor shall provide end-user support with processes for managing and delivering services that are ITIL® conformant. The Subcontractor shall resolve incidents, service requests, and problems associated with service failures or degradations that are related to hardware and software computing devices (including mobile equipment). Additionally, the Subcontractor shall support multi-user rooms (e.g., Skype rooms, classrooms) and video and collaborative technologies.  

Assist in applying common best practices for the industry to the customer using a knowledge base to create conceptual business models and to identify relevant issues and considerations in selecting application software packages. Assess the operational and functional baseline of an organization and its organizational components and help to define the direction and strategy for an engagement while ensuring the organizational needs are being addressed. Typical areas addressed include Human Resources, Finance, Supply, and operations. Identify information technology inadequacies and/or deficiencies that affect the functional area’s ability to support/meet organizational goals. Support the development of functional area strategies for enhanced IT. 

 Duties: 

• Responsible for the day-to-day supervision of team technicians –planning & oversight of their team & any daily associated activities. 
• Exercise appropriate workflow & time management. 
• Maintain outstanding customer service for the team. 
• Accountable for both the team’s service quality & performance. 
• Ensure appropriate workload balancing for the team. 
• Be the first point of escalation for customers & other IT staff. 
• Provide support for all escalated service requests. 
• Promote employee recognition programs & administer fairly. 
• Analyze ticket trends & report issues to other IT groups as appropriate. 
• Perform Clearance monitoring & assist in the maintenance activities for the staff. 
• Collaborate with other teams to cross train staff to support, “Load balancing,” of staff across the organization, including monitoring of the queue. 
• Participate in meetings with other IT groups to anticipate changes in the client environment, propose the appropriate action plans & inform/train staff accordingly. 
• Appropriately document all required information to develop & maintain Operations Guide & manuals. 
• Participate in the screening, interviewing, & selection of staff for their assigned work group. 
• Initiate & participate in the hiring activities for the team, training & mentoring of new staff,  work with staff to develop training goals & plans 
• Team members performance planning & reviews. 
• Develop & administer corrective actions as appropriate. 
• Perform problem analysis with appropriate recommendations for remedial action. 
• Properly prepare team leads & personnel, for all applicable quality audits. 
• Escalate all pertinent issues to the Operations Manager, or Deputy PM. 
• Partner with your peers to communicate new solutions & assist with solution development. 
• Provide prompt response to client & division requests 
• Primary point of contact with any client-related delegates or representatives. 
• Provide customers with regular updates through meetings & communications 
• Conduct/participate in meetings with team staff & client management. 
• Produce team required performance reports. 
• Resolution of non-compliance items for the team. 
• Participate in applicable IT projects. 
• Develop & implement formal site procedures. 
• Generate required reports & status updates for the Operations Manager. 
• Other duties may-be-assigned.

Required Skills:  

• You must possess at least one year of experience operating within ITSM best practices.  
• You must also demonstrate the ability to meet performance metric expectations through industry best practices. 
• You must have demonstrated experience, working with ticket tracking systems (eg: Remedy, Heat, LanDesk, ServiceNow, etc.).  
• Experience with Service Level Agreements (SLAs).

Desired Skills:  

• ITIL/ITSM V.4 Foundation Certification desirable. 
• An Active Dept. of Energy Clearance is strongly desired

Additional Requirements:  

• You must be able to obtain & maintain a U.S. Dept. of Energy Clearance (L or Q). 
•  You must possess at least four years’ experience managing & directly supervising field service operations – five years’ preferred. 
•  In lieu of directly managing & supervising teams, two years’ direct experience as a team lead, coaching & mentoring staff and/or leading projects will also be considered. Pay will be commensurate with experience. 
•  Demonstrated ability to provide managerial support for subordinate management & technical staff. 
•  Required to sit for extended periods-of-time. 
•  Ability to operate a computer keyboard, mouse & to handle other computer components. 
•  You may be asked to lift/transport moderately heavy objects, such as computers, 
•  devices peripherals (50lbs, max.). 

Encantado Technical Solutions (ETS) is an unpopulated Small Business Administration-approved mentor-protégé joint venture between Edgewater Federal Solutions, Inc. and ECS Federal, LLC. ETS is bolstered by second-tier subcontractors Information International Associates (IIA) and Amentum. ETS provides comprehensive enterprise and mission-embedded IT support for the $400 – $700 million Third-Party Telecommunications and Information Technology Support Services contract at Sandia National Laboratories. ETS is currently recruiting for a variety of cleared and uncleared IT positions with on-site and remote opportunities in New Mexico and California. As ETS is unpopulated, employees will work for one of the four companies listed above.  

It has been and continues to be the policy of Encantado Technical 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 status protected by applicable law.