Kentro
Overview
EUO Surge Support Travel Team Lead (VA ESOM) Kentro is hiring an experienced Surge Support Travel Team Lead to support the VA End Point Support and Operations Monitoring (ESOM) contract across the United States. The VA provides onsite and remote support to IT customers across VA Administrations and program offices, including direct support of over 340,000 VA employees and thousands of contractors using government-furnished IT equipment and infrastructure. The VA delivers support staff across 100+ CONUS and OCONUS locations, including high-cost or under-supported areas requiring onsite services. Base Location:
Edward Hines Jr. VA Hospital, Hines, IL Duration:
Estimated to September 2029, with possibility of extension Salary Range:
$69,000-79,000 annually. Factors include geography, market demand, skills, education, experience, and other qualifications. Responsibilities
Team Leadership & People Management
Lead, manage, and mentor a team of customer service engineers, providing daily guidance, technical direction, and workload prioritization during surge events and routine operations. Conduct regular check-ins and performance evaluations to ensure team members meet expectations and standards. Promote professional development by identifying skill gaps, recommending training, and fostering a growth-oriented culture. Maintain a positive, collaborative, and accountable team environment aligned with Kentro values and customer expectations. Address personnel issues promptly and escalate to management or HR when necessary.
Operational & Technical Responsibilities
Lead as a dedicated resource for district surge events; events may require travel for up to 2 weeks at a time (approximately 12 consecutive days). Independently support a variety of IT tasks including asset deployments, imaging, decommissioning, and other duties as assigned. Lead and support critical IT initiatives defined by EUS leadership; mitigate high-priority backlogs and document status in ServiceNow. Use extensive IT knowledge to guide a team during daily operations and surge events, prioritizing critical problems. Utilize online reporting tools and Excel to mine data, generate actionable insights, and create asset replacement schedules. Perform routine IT administration tasks and logging; support installation, maintenance, testing, and troubleshooting of computer systems and equipment. Provide responsive customer support in alignment with customer KPIs. Collaborate with District Project Managers, surge support teams, and onsite staff during surge events. Possess the physical capability to lift up to 50 pounds and navigate facility spaces to access and repair equipment. Stand and move for extended periods (up to 8 hours).
Communication & Interpersonal Skills
Active listening to understand customer needs before responding. Clear verbal and written communication; explain technical issues in customer-friendly language. Demonstrate empathy and professionalism in all interactions. Develop trust and rapport with customers, colleagues, and direct reports.
Customer-Centric Mindset
Proactive attitude to anticipate customer needs. Continuous improvement through feedback to enhance performance and customer experience. Ownership of issues from start to finish while ensuring team alignment with customer expectations.
Physical
Work in environments requiring handling of electronic components with safety precautions. Capable of lifting up to 50 pounds and traversing spaces to access and repair equipment.
Requirements
Bachelor’s degree in computer science, electronics engineering, or related technical discipline; 5+ years of relevant experience; 8+ years may substitute for education Experience in routine system administration tasks and logging data Proficiency with Microsoft Office and basic Windows system administration knowledge Candidates must meet physical requirements of the role Preferred: ITIL v4 certification Knowledge of VA organizational structure and IT environment Experience with MS Bookings and cloud-based infrastructure Public Trust - Tier 4 prior or current status Travel: Surge events may require travel up to 2 weeks at a time Overtime is not authorized for this surge capacity Expense policy: Kentro pays for pre-approved travel expenses; out-of-pocket expenses require an expense report; per diem provided per location limits Health Requirements: vaccination/testing as required by VA facilities; Kentro guidance provided for accommodations Benefits
The Company: We value collaboration, growth, and delivering innovative technology solutions for mission success. We support diverse technology and career paths while sustaining a culture of teamwork, dedication, and excellence. We hold ISO, CMMI certifications, and recognition for growth and workplace excellence. Equal Opportunity & VEVRAA: Kentro is an equal opportunity employer. All qualified applicants will receive consideration without regard to disability, veteran status, or other protections. We comply with VEVRAA and related laws and invite protected veterans to self-identify during the application process. How To Apply: Click the "Apply for this Job" button at the bottom or top of this description. Upload your resume and complete all steps. For alternative methods, email careers@kentro.us. Accommodations: Reasonable accommodations may be provided. Email careers@kentro.us to discuss. Job details
Seniority level: Mid-Senior level Employment type: Full-time Job function: Information Technology Industries: IT Services and IT Consulting
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EUO Surge Support Travel Team Lead (VA ESOM) Kentro is hiring an experienced Surge Support Travel Team Lead to support the VA End Point Support and Operations Monitoring (ESOM) contract across the United States. The VA provides onsite and remote support to IT customers across VA Administrations and program offices, including direct support of over 340,000 VA employees and thousands of contractors using government-furnished IT equipment and infrastructure. The VA delivers support staff across 100+ CONUS and OCONUS locations, including high-cost or under-supported areas requiring onsite services. Base Location:
Edward Hines Jr. VA Hospital, Hines, IL Duration:
Estimated to September 2029, with possibility of extension Salary Range:
$69,000-79,000 annually. Factors include geography, market demand, skills, education, experience, and other qualifications. Responsibilities
Team Leadership & People Management
Lead, manage, and mentor a team of customer service engineers, providing daily guidance, technical direction, and workload prioritization during surge events and routine operations. Conduct regular check-ins and performance evaluations to ensure team members meet expectations and standards. Promote professional development by identifying skill gaps, recommending training, and fostering a growth-oriented culture. Maintain a positive, collaborative, and accountable team environment aligned with Kentro values and customer expectations. Address personnel issues promptly and escalate to management or HR when necessary.
Operational & Technical Responsibilities
Lead as a dedicated resource for district surge events; events may require travel for up to 2 weeks at a time (approximately 12 consecutive days). Independently support a variety of IT tasks including asset deployments, imaging, decommissioning, and other duties as assigned. Lead and support critical IT initiatives defined by EUS leadership; mitigate high-priority backlogs and document status in ServiceNow. Use extensive IT knowledge to guide a team during daily operations and surge events, prioritizing critical problems. Utilize online reporting tools and Excel to mine data, generate actionable insights, and create asset replacement schedules. Perform routine IT administration tasks and logging; support installation, maintenance, testing, and troubleshooting of computer systems and equipment. Provide responsive customer support in alignment with customer KPIs. Collaborate with District Project Managers, surge support teams, and onsite staff during surge events. Possess the physical capability to lift up to 50 pounds and navigate facility spaces to access and repair equipment. Stand and move for extended periods (up to 8 hours).
Communication & Interpersonal Skills
Active listening to understand customer needs before responding. Clear verbal and written communication; explain technical issues in customer-friendly language. Demonstrate empathy and professionalism in all interactions. Develop trust and rapport with customers, colleagues, and direct reports.
Customer-Centric Mindset
Proactive attitude to anticipate customer needs. Continuous improvement through feedback to enhance performance and customer experience. Ownership of issues from start to finish while ensuring team alignment with customer expectations.
Physical
Work in environments requiring handling of electronic components with safety precautions. Capable of lifting up to 50 pounds and traversing spaces to access and repair equipment.
Requirements
Bachelor’s degree in computer science, electronics engineering, or related technical discipline; 5+ years of relevant experience; 8+ years may substitute for education Experience in routine system administration tasks and logging data Proficiency with Microsoft Office and basic Windows system administration knowledge Candidates must meet physical requirements of the role Preferred: ITIL v4 certification Knowledge of VA organizational structure and IT environment Experience with MS Bookings and cloud-based infrastructure Public Trust - Tier 4 prior or current status Travel: Surge events may require travel up to 2 weeks at a time Overtime is not authorized for this surge capacity Expense policy: Kentro pays for pre-approved travel expenses; out-of-pocket expenses require an expense report; per diem provided per location limits Health Requirements: vaccination/testing as required by VA facilities; Kentro guidance provided for accommodations Benefits
The Company: We value collaboration, growth, and delivering innovative technology solutions for mission success. We support diverse technology and career paths while sustaining a culture of teamwork, dedication, and excellence. We hold ISO, CMMI certifications, and recognition for growth and workplace excellence. Equal Opportunity & VEVRAA: Kentro is an equal opportunity employer. All qualified applicants will receive consideration without regard to disability, veteran status, or other protections. We comply with VEVRAA and related laws and invite protected veterans to self-identify during the application process. How To Apply: Click the "Apply for this Job" button at the bottom or top of this description. Upload your resume and complete all steps. For alternative methods, email careers@kentro.us. Accommodations: Reasonable accommodations may be provided. Email careers@kentro.us to discuss. Job details
Seniority level: Mid-Senior level Employment type: Full-time Job function: Information Technology Industries: IT Services and IT Consulting
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