Site Lead - EUO Onsite Support; VA ESOM Continental

Site Lead – VA ESOM Contract

Kentro is seeking a Site Lead to support our VA - ESOM
- End Point Support and Operations Monitoring (ESOM) contract, serving as the Contractor primary IT Lead and Supervisor at specified VA facilities. The role provides personnel oversight for five or more IT Customer Service Engineers (CSEs) and manages daily IT operations via the Service Now ticketing queue. The Site Lead cultivates a productive relationship with local VA Leadership (area managers and IT supervisors) and ensures high quality service delivery.

Location:

Onsite Audie L. Murphy Memorial Veterans Hospital

• Personnel Management:
  • Lead a team of CSEs in day‑to‑day supervision of assignments, ensuring adherence to project goals and deliverables.
  • Oversee attendance and workplace behavior; identify and address areas of improvement.
  • Review and approve timesheets promptly.
  • Resolve interpersonal conflicts immediately to maintain team cohesion and morale.
  • Coach CSEs to improve performance and service delivery.
  • Address minor infractions and inform District Project Manager; for severe issues, initiate Letter of Warning or Performance Improvement Plan documentation.
  • Act as primary point of contact between District Project Manager, on‑site personnel, and VA Leadership to clarify expectations and roles.
  • Conduct regular performance reviews and provide constructive feedback.
• Hiring, Onboarding and Training:
  Support hiring and onboarding processes, confirm start dates, and provide ongoing training and development.
• Standard Operating Procedure Support:
  Help execute SOPs to streamline operations in collaboration with counterparts and District Project Managers.
• Technical Support and Management:
  • Assign and track Service Now tickets to CSEs, ensuring timely resolution and proper documentation.
  • Provide remote and desk‑side technical support; diagnose and repair hardware and software issues.
  • Set up and maintain user accounts, interface with other applications, compile reports, and respond to customer requests.
  • Maintain Active Directory and other system accounts; support connectivity and network services.
  • Maintain staffing rosters; manage PTO, schedules, and workloads to ensure coverage.
  • Monitor service metrics, identify improvement opportunities, and elevate corrective actions to District PM.
  • Identify operational risks onsite and collaborate with District Project Manager to mitigate them.
  • Prepare and submit regular reports on onsite activities, personnel performance, and service metrics.
  • Notify District PM and local VA leadership of critical onsite issues.
• Communication & Interpersonal
  
  Skills:
  • Active listening – understand customer needs fully before responding.
  • Clear verbal and written communication – explain technical issues in simple language.
  • Empathy – show understanding and patience with frustrated or 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 customer experience.
  • Ownership – take responsibility for resolving issues from start to finish.

• Bachelor’s degree in computer science, electronics engineering, or other engineering/technical discipline is required.
• Minimum 5 years of experience; 8 years of additional relevant experience can substitute for education.
• Previous supervisory role in IT service management or related field.
• Strong understanding of customer relationship management principles and practices.
• 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 IT incident and service request ticketing systems such as Service Now.
• Strong oral and written communication skills for clear reporting.

• ITIL Foundation certified or equivalent IT service management certification.
• Site specific experience preferred.
• Located in the region…