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Regional Field Services Manager (P) with Security Clearance

Company: Technatomy Corporation
Location: Orlando
Posted on: October 18, 2018

Job Description:

SUMMARY OF PROGRAM/PROJECT The United States Citizenship & Immigration Services (USCIS), National Area and Transnational IT Operations and Next-Generation Support (NATIONS II) provides services to all USCIS end users. The USCIS processes applications and petitions for immigration and citizenship benefits, promotes an awareness and understanding of citizenship, and ensures the integrity of the United States immigration system. These functions and processes include employment authorization, asylum, resident alien processing, and citizenship naturalization. The USCIS NATIONS II provides information technology (IT), expertise, and the strategic vision necessary to enable USCIS to deliver effective, efficient, and secure immigration services and products. NATIONS II leads USCIS in the deployment of IT end services and solutions that are transforming the nation's immigration system. Technatomy is seeking a Regional Field Services Manager to oversee a technical support team providing front line support for end users at the DHS US Citizenship and Immigration Services (USCIS). This is a full-time position. KNOWLEDGE AND SKILLS DESIRED: Manage Regional and District teams of Field Service Engineers (FSE) who are responsible for providing a broad range of onsite IT support for USCIS including: * Provide professional IT support and response to customer service requests and problem reports, including local desktops, telework capabilities, * Provide troubleshooting on desktops, laptops, and networks. * Provide daily operations and maintenance support for local IT systems and equipment. * Provide end-user deskside support, including desktop, laptop hardware, software and peripherals. Conduct fixes and deploy security remediation, resolve incidents * Support Install/Move/Add/Change needs * Provide imaging/reimaging of desktops and laptops * Provide ad-hoc end-user training in the use of IT assets. * Provide additional Tier 2 services as needed. * Excellent open and proactive written and oral communication skills * Accepts Responsibility - Willing and able to bear important levels of responsibility: making decisions, being accountable. * Openness - Communicates honestly, openly, and consistently. * Shares information appropriately and Involves the customer in solving problems. * Positive Attitude - Encourages a positive viewpoint Work closely with the Deployment, Knowledge Management, Service Desk, CIRT/PRM, and Hardware Resources teams; acts as an escalation point for Field Services; trains and coaches engineers, system administrators, and technicians; monitors workload; verifies sufficient employee coverage; and provides reports to customers and senior contract management. May be required to manage other Regional Field Services Managers. Education (Minimum Requirements): Minimum of an Associate degree required. Bachelor's degree in a related field strongly preferred. Experience/Skills: 5+ years' experience in a Field Services environment, including experience at a management level. Experience supporting a geographically dispersed organization desired. Knowledge of service level agreements, tracking metrics, identifying trends, and providing deliverables. Must have extensive experience with desktop and server hardware and operating systems. Demonstrated progressive experience in the management of a technical support team and team leads. Must have solid relationship management and performance management skills. Able to motivate and direct staff members and subordinates. Able to effectively prioritize and execute tasks in a high-pressure environment. Excellent communication skills, proactive management style, and the ability to manage customer and other stakeholder expectations. Experience supporting DHS USCIS a plus. Security Clearance Requirement: * Must be a US Citizen. Applicants selected will be subject to a U.S. government (DHS EOD) security investigation and must meet eligibility requirements for access to classified or Sensitive but Unclassified (SBU) information. Position may require a current/active Public Trust or Secret clearance. Work Location: Orlando, FL Technatomy Corporation is an Equal Opportunity Employer. It is the policy of Technatomy Corporation to afford equal employment opportunity regardless of race, color, religion, national origin, sex, age, marital status, disability or veteran status, or any other status protected by applicable law. Dept of Homeland Security

Keywords: Technatomy Corporation, Brandon , Regional Field Services Manager (P) with Security Clearance, Executive , Orlando, Florida

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