Site Lead - EUO Onsite Support; VA ESOM North Atlantic

Overview

kentro (IT Concepts dba Kentro) is committed to advancing our customers' missions, fostering professional growth, and making a positive impact on communities. We are seeking a Site Lead to support our VA - ESOM contract, serving as the primary IT Lead and Supervisor at specified VA facilities.

Onsite:
Buffalo VAMC
Compensation: $70, annually, based on geography, market demand, skills, education, experience, and other qualifications.

• Personnel Management
  • Lead a team of Customer Service Engineers (CSE) in day‑to‑day supervision, ensuring project goal adherence.
  • Oversee attendance, workplace conduct, and identify improvement areas.
  • Review and approve timesheets promptly.
  • Resolve interpersonal conflicts and issues among CSEs to maintain team cohesion and morale.
  • Coach CSEs to enhance performance and service delivery.
  • Address minor infractions directly and report to the District Project Manager.
  • Escalate severe personnel or behavioral issues with documentation to the District Project Manager.
  • Serve as primary contact among the District Project Manager, on‑site personnel, VA Site Supervisors, and VA Area Managers.
  • Conduct regular performance reviews with CSEs, providing feedback and guidance.
• Hiring, Onboarding, and Training
  • Support hiring and onboarding processes for new personnel, confirming start dates.
  • Provide ongoing training and development for existing staff.
• Standard Operating Procedure Support
  • Support the execution of SOPs to streamline operations and collaborate with counterparts.
• Technical Support and Management
  • Leverage Service Now: assign tickets to CSEs per guidance, track incidents, and ensure timely resolution.
  • Provide remote and desk‑side technical support, responding to IT tickets, and performing diagnostics and repairs of hardware and software.
  • Set up and maintain user accounts, interface with applications, compile reports, and respond to customer requests.
  • Maintain Active Directory and other system accounts, support connectivity, client applications, and network services.
  • Maintain staffing rosters, manage PTO, schedules, and workloads.
  • Monitor service metrics, identify improvement areas, and elevate corrective actions to the District PM.
  • Identify potential onsite risks and collaborate with the District Project Manager to mitigate them.
  • Prepare and submit regular reports on onsite activities, personnel performance, and service metrics as directed.
  • Notify the District Project Manager and local VA leadership of any critical onsite issues.
• Communication & Interpersonal Skills
  • Active listening: understand customer needs before responding.
  • Clear verbal and written communication: explain technical issues simply.
  • Empathy: show understanding and patience with non‑technical customers.
  • Relationship building: develop trust and rapport with customers and colleagues.
  • Professional demeanor: represent the company with courtesy and confidence.
• Customer‑Centric Mindset
  • Proactive attitude: anticipate customer needs before escalation.
  • Continuous improvement: seek feedback to improve performance and experience.
  • Ownership: take responsibility for resolving issues from start to finish.

• Bachelor’s degree in computer science, electronics engineering, or other technical discipline.
• 5 years of experience; 8 years of additional relevant experience may substitute for education.
• Previous supervisory experience in IT service management or related field.
• Strong understanding of customer relationship management principles.
• Excellent communication and interpersonal skills.
• Proven ability to manage personnel and track performance metrics.
• Ability to identify and mitigate risks effectively.
• Well‑versed in IT Service Management and customer relationship management.
• Experience with Service Now or similar ticketing systems.
• Clear oral and written communication skills for reports and deliverables.

• ITIL Foundation certification or equivalent IT service management certification.
• Site‑specific experience.
• Located in the region for ease of travel to sites within the region when necessary.

• US Citizen or Green Card holder.
• Willing and able to obtain a Public Trust…