What are the responsibilities and job description for the Resource Fulfillment Lead position at Evolver, LLC?
Evolver is seeking an IT Fulfillment and Inventory Team Lead to lead a team of 18 IT Fulfillment and Inventory technicians on a federal IT support services contract. The operation includes aspects of IT support including Laptop Imaging and Deployment, Equipment Repair, Asset Management, and Equipment Moves. This position works in close collaboration with other teams and government staff to advance support objectives including efficiency, customer satisfaction, and overall effectiveness of IT resources.
This essential position and requires work on-site (weekdays from 7:30 a.m. to 4:00 p.m.) in Washington, DC (next to Smithsonian Metro) with occasional travel to other offices in Virginia and Maryland.
Responsibilities
- Oversee day-to-day operations of IT fulfillment and Asset Management including the management support personnel.
- Responsible for evaluating, scheduling, and mentoring staff.
- Achieve high quality operations that meet Service Level Agreements resulting in high customer satisfaction levels.
- Work with the Asset Manager to improve customer service standards through communication techniques, work instructions, and training
- Work directly with customers when incident, request, or problem escalation is viewed as necessary
- Deliver management level weekly, monthly and ad hoc reporting, including inventory reports.
- Respond to issues and address challenges to the contract success as well as proactively identify and mitigate risks.
Basic Qualifications
- US citizen with ability to pass a government background/badging investigation
- Minimum of three years' experience in lead position for customer support operations for federal government contract chartered with large scale, multi-faceted IT support.
- 2 years of experience with Microsoft Office, including Excel, Outlook, and Word.
- 2 years of experience with software/hardware asset life cycle management processes planning, acquisition, deployment, monitoring, and disposal
- 2 years of experience with system build, deployment, and maintenance
- Working knowledge of IT ticketing software, including the ability to create ad hoc reports, and manage work/ticket queues.
- High School Diploma
Preferred Qualifications
- Previous government contract experience.
- Bachelor's degree
- Certified IT Asset Manager (CITAM)
- Certified Hardware Asset Manager (CHAMP)
- Demonstrated ability for oral and written communication with the highest levels of management and client end users
- Must be detail-oriented, organized, and can work under tight deadlines.
- Windows 10,MS Office 365
- HP and Dell workstations and laptops
Evolver Federal is an equal opportunity employer and welcomes all job seekers. It is the policy of Evolver Federal not to discriminate based on race, color, ancestry, religion, gender, age, national origin, gender identity or expression, sexual orientation, genetic factors, pregnancy, physical or mental disability, military/veteran status, or any other factor protected by law.
Actual salary will depend on factors such as skills, qualifications, experience, market and work location. Evolver Federal offers competitive benefits, including health, dental and vision insurance, 401(k), flexible spending account, and paid leave (including PTO and parental leave) in accordance with our applicable plans and policies.
Evolver, Inc. is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability or veteran status.
