EUO Surge Team Lead; VA ESOM

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Kentro is hiring an experienced Surge Support Travel Team Lead to support our VA - End Point Support and Operations Monitoring (ESOM) contract across the United States. The VA is responsible for providing comprehensive onsite and remote support to IT customers across all VA Administrations and special program offices, including direct support of over 340,000 VA employees and thousands of contractors who use government-furnished IT equipment and infrastructure.

The VA provides support staff across 100+ CONUS and OCONUS locations, including difficult-to-accommodate locales, such as high cost of living or under-supported economic areas, where VA offices or facilities may be located and require onsite services.

A Surge Support Travel Team Lead will be assigned to lead and manage a small, mobile team that travels within their assigned district to support events that require dedicated IT support. During surge events, the candidate will lead a multitude of IT tasks including asset deployments, imaging, and decommissioning. When not supporting surge events, the candidate will reside at a designated location, responsible for planning surge support events, assisting with local IT projects determined by End User Services (EUS) leadership and providing responsive IT support.

Base

Location:

Edward Hines Jr. VA Hospital, Hines, IL

Duration of Position: This role has an estimated duration until September 2029, with a possibility of extension.

Salary Range: $69, annually. Factors influencing pay within this range include geography, market demand, skills, education, experience, and other qualifications of the successful candidate.

• Team Leadership & People Management
  • Lead, manage, and mentor a team of customer service engineers, providing daily guidance, technical direction, and workload prioritization during both surge events and routine operations.
  • Conduct regular check‑ins and performance evaluations, ensuring team members meet performance expectations and professional standards.
  • Support professional development by identifying skill gaps, recommending training, and fostering a growth‑oriented team culture.
  • Promote a positive, collaborative, and accountable team environment aligned with Kentro values and customer expectations.
  • Address personnel issues promptly and effectively, escalating to management or HR when necessary.
• Operational & Technical Responsibilities
  • Serves as a dedicated lead resource for district surge support events; events may require the need to travel for 2 weeks at a time, equating to 12 consecutive days, departing on Monday, and returning on the Friday of the following week.
  • Ability to lead and work independently to support a variety of IT tasks including asset deployments, imaging and decommissioning, and other IT duties as assigned.
  • Leads and supports critical IT initiatives as defined by EUS leadership, mitigating high priority backlogs. Ensures closure of assignments by documenting status with Service Now.
  • Draws upon extensive IT knowledge to lead and support a team of customer service engineers, prioritizing critical problems and providing technical guidance during daily operations and surge events.
  • Ability to use online reporting tools and Excel to mine data, generate actionable insights and create asset replacement schedules.
  • May manages routine IT administration tasks and logging data in system, supports the installation, maintenance, testing and troubleshooting of computer systems and equipment, ensuring optimal operations.
  • Provides responsive customer support, abiding by customer‑specified Key Performance Indicators.
  • Collaborates with District Project Managers, surge support…