ARC Team Lead at Kforce Inc in Sierra Vista, Arizona

Job Description:

RESPONSIBILITIES:

Kforce has a client in Sierra Vista, AZ that is seeking an ARC Team Lead.

Supervisory responsibilities to include but not limited to:

• Reporting and timekeeping; technical/administrative training; Assuring ITIL process compliance; Actively communicating with the government to include utilizing MS Teams; Scheduling to effectively utilize all team resources; Support management decision-making; Committing to quality management standards, QA/QC compliance, and metrics analysis


• Nominates employees for recognition and awards program


• Enforces team, organization, and company policies


• Trains, mentors, and coaches personnel on process procedures


• Recommends innovative solutions to more effectively and efficiently support work performance


• Assures ATCTS reporting compliance and employees training and certifications are current


• Provides performance feedback and appraisals for all direct reports


• Develop and periodically evaluate the Incident Prioritization Matrix for emerging criteria and process improvement


• Create, modify, and escalate Incidents/Tickets, translating user requests into logical format for use by analysts in troubleshooting


• Perform Quality Assurance follow-up with customers/end users


• Comply with documented processes and procedures


• Coordinate with technical teams and Operations Bridge Managers to support situational awareness across the RCC-C


• Provide reporting as needed


• Maintain a professional demeanor with our military, civilian and contractor customers


• Manage 24x7 shift personnel, acting as an escalation point for technical and personnel issues


• Maintain the 24x7 schedule to ensure full coverage to ensure full mission capability


• Follow ITIL best practices to manage tickets and processes


• Develop and/or maintain SOPs and TTPs associated with knowledge of relevant processes and procedures

REQUIREMENTS:

• Bachelor's degree in an IT-related field or 2 years of equivalent experience and 3 years of customer service/IT/help desk experience


• To be considered for this position, candidates must have experience in a similar role, or they must possess significant knowledge, experience, and abilities to successfully perform the responsibilities listed


• Relevant education and/or training will be considered a plus

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless
and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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