Kentro Jobs Hiring Now

Compensation: $70,000-78,000/annually. Factors influencing pay within this range include geography, market demand, skills, education, experience, and other qualifications of the successful candidate.

• Personnel Management:
  • Lead a team of Customer Service Engineers (CSE) in the day-to-day supervision of CSE assignments, ensuring adherence to project goals and deliverables.
  • Oversee attendance and workplace behavior at the assigned facilities to ensure a professional and productive environment and identify areas of improvement
  • Review and approve timesheets in a timely manner.
  • Resolve interpersonal conflicts and issues among CSEs immediately to maintain team cohesion and morale.
  • Directly observe and coach CSEs to enhance their performance and service delivery.
  • Address minor infractions (counseling level items) directly and inform District Project Manager of outcome.
  • Identify and escalate more severe personnel or behavioral issues (requiring a Letter of Warning or Performance Improvement Plan) with appropriate documentation to the District Project Manager.
  • Act as the primary point of contact between the District Project Manager, on-site personnel, VA Site Supervisors, and VA Area Managers, ensuring clear communication of project expectations and roles.
  • Conduct regular performance reviews with CSEs, providing feedback and guidance to enhance service delivery.
• Hiring, Onboarding and Training: Support hiring and onboarding processes for new personnel, inclusive of start date confirmation; upon onboarding, provide ongoing training and development for existing staff.
• Standard Operating Procedure Support: Support the execution of standard operating procedures to streamline operations; collaborate with counterparts and District Project Managers.
• Technical Support and Management:
  • Leveraging ServiceNow: If authorized assign SNOW tickets to CSE’s per the AM guidance, assist in tracking incidents and tasks, ensuring timely resolutions and proper documentation of issues.
  • Assist in delivering both remote and desk-side technical support, responding to IT support tickets, and performing diagnostic and repair activities on both hardware and software components.
  • Assist in setting up and maintaining user accounts, interfacing with other software applications, compiling reports, and responding to customer requests.
  • Assist in the maintenance of Active Directory and other system accounts, support connectivity and client applications, and assist in the configuration and support of local and wide area network services.
  • Maintain staffing rosters and ensure adequate coverage for all onsite operational needs, including managing PTO, schedules and workloads.
  • Monitor service metrics and operational performance, identifying areas for improvement and elevate corrective actions as necessary to the District PM.
  • Identify potential risks associated with operations onsite and work collaboratively with the District Project Manager to mitigate risk.
  • Prepare and submit regular reports for onsite activities, personnel performance, and service metrics as directed by the District Project Manager.
  • Notify the District Project Manager and local VA leadership of any critical onsite issues.
• Communication & Interpersonal Skills:
  • Active listening: Understand customer needs and concerns fully before responding.
  • Clear verbal and written communication: Explain technical issues in simple, customer-friendly language.
  • Empathy: Show understanding and patience with frustrated or non-technical customers.
  • Relationship building: Develop trust and rapport with customers and colleagues.
  • Professional demeanor: Represent the company with courtesy and confidence in all interactions.
• Customer-Centric Mindset:
  • Proactive attitude: Anticipate customer needs before they escalate into issues.
  • Continuous improvement: Seek feedback to improve both personal performance and customer experience.
  • Ownership: Take responsibility for resolving issues from start to finish.

• Bachelor’s degree in computer science, electronics engineering or other engineering or technical discipline is required.
• 5 years of experience; 8 years of additional relevant experience may be substituted for education.
• Previous experience in a supervisory role within IT service management or a related field.
• Strong understanding of customer relationship management principles and practices.
• Excellent communication and interpersonal skills.
• Proven ability to manage personnel and track performance metrics.
• Ability to identify and mitigate risks effectively.
• Well-versed in IT Service Management and customer relationship management.
• Experience with IT incident and service request ticketing systems, such as ServiceNow.
• Must possess oral and written communication skills to convey issues, reports, and other deliverables clearly and effectively.

• ITIL Foundation certified or equivalent IT service management certified- preferred, or relevant experience.
• Site specific experience preferred
• Located in the region for ease of travel to sites within the region when necessary.

• US Citizen or Green card holder
• Willing and able to get a Public Trust Suitability clearance
• • Must meet updated ID requirements: https://www.gsa.gov/technology/it-contract-vehicles-and-purchasing-programs/federal-credentialing-services/get-appointment-help/bring-required-documents
  • If you do not currently meet the ID requirements outlined, you must be willing and able to update your current forms of ID in a timely manner to complete the suitability process successfully.

• Yearly Flu Vaccination
• Tuberculosis testing with a negative result
• Vaccination records or titer testing required for Measles Mumps and Rubella (MMR), Hepatitis B, and/or Varicella