As a Workstation Specialist Lead, the individual is responsible for managing a team of workstation specialist technicians who support end-user devices across the U.S. Army Human Resource Command (HRC) enterprise, distributing critical information to both the team and leadership while enabling and managing customizations as needed.

Responsibilities

• Manage and direct a team of workstation specialists to ensure that all required standards are followed and tickets are completed efficiently and in a timely manner
• Diffuse tense situations involving customers and/or technicians and develop effective solutions
• Assist workstation specialists with any questions & situations that arise
• Make logical judgment calls in time-sensitive and/or highly visible situations
• Retain and track all historical knowledge of changes in HRC, G6 TSB, and internal team standard operating procedures (SOPs)
• Update and maintain databases/archives of information, including troubleshooting steps, internal processes, and other SOPs
• Monitor multiple ITSM queues for incoming tickets, identify trends, and re-route tickets that do not belong appropriately
• Perform other tasks as required by BME and the Government contracting team

Required Qualifications/Education and Experience

• Must have a valid SEC+ certification
• Must have and maintain a Secret Security Clearance or higher
• Delegate tasks appropriately based on ticket volume and requests from higher leadership
• Effectively and independently perform all tasks and best practices of a standard workstation specialist when required
• Effectively operate and communicate within a team-oriented and collaborative environment and continuously work to develop strong working relationships across organizations
• Demonstrate strong critical-thinking skills, as well as hands-on troubleshooting skills
• Demonstrate ability to support tasks and issues through to completion
• Excellent written and verbal communication skills with customers, leadership, and workstation specialists via phone, email, and face-to-face
• Must be available to primarily work on-site (telework options to be determined after training)

Preferred Qualifications/Education and Experience:

• Net+, A+, CCNA, or MCSE Certifications preferred

Equal Employment Opportunity/M/F/disability/protected veteran status