Site Lead - EUO Onsite Support; VA ESOM North Atlantic Security Clearance

Site Lead

Location:

Onsite Syracuse VA Medical Center – Compensation: $70,/annually.

This role serves as the primary IT Lead and Supervisor under the ESOM
- End Point Support and Operations Monitoring contract, overseeing five or more IT Customer Service Engineers (CSEs).

• Personnel Management:
  Lead a team of CSEs, supervise assignments, ensure adherence to goals, review timesheets, resolve conflicts, conduct performance reviews, hire and onboard new staff.
• Technical Support and Management:
  Assign Service Now tickets, provide remote and desk‑side support, diagnose hardware and software issues, maintain user accounts, Active Directory, and network services.
• Operational Oversight:
  Maintain staffing rosters, manage PTO, schedules, monitor service metrics, report on activities, identify risks and mitigate them in collaboration with the District Project Manager.
• Communication & Interpersonal
  
  Skills:
  
  Active listening, clear verbal and written communication, empathy, relationship building, professional demeanor, proactive attitude, continuous improvement, ownership.

• Bachelor's degree in computer science, electronics engineering, or another engineering or technical discipline.
• 5 years of experience; 8 years of additional relevant experience may substitute for education.
• Previous supervisory experience within IT service management.
• 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 IT incident and service request ticketing systems such as Service Now.
• Strong written and oral communication skills for reports and deliverables.

• ITIL Foundation certified or equivalent IT service management certification.
• Site‑specific experience.
• Located in the region to travel to sites as needed.

• US Citizen or Green Card holder.
• Willing and able to obtain a Public Trust Suitability clearance.
• Must meet updated ; willing to update  in a timely manner.

• Yearly flu vaccination.
• Tuberculosis testing with a negative result.
• Vaccination records or titer testing required for MMR, Hepatitis B, and/or Varicella.

• Competitive benefits package including paid time off, healthcare, supplemental benefits, 401(k) with employer match.
• Education reimbursement for certifications, degrees, or professional development (subject to IRS limits).
• Discount perks and rewards.
• Employee events: virtual and in‑person, including holiday events, fitness & wellness events, and celebrations.