End User Services Team Lead
Current•Develop and enforce IT support policies, ensuring alignment with Department of Defense security standards.•Lead vulnerability assessments and devise action plans to mitigate risks.•Managed a team of 14 technicians across three sites, supporting over 3,500 users; achieved a 60% reduction in backlog within a year.•Foster a high-performance culture by setting and communicating performance expectations based on KPIs and SLAs.•Establish and maintain collaborative relationships with project members and clients to ensure successful project outcomes.•Provide leadership in performance analysis and develop action plans for team members not meeting expectations.•Participate in the organization's annual review of SOPs and TTPs, ensuring compliance with DISA STIGs.•Lead the contractor team in preparing for and successfully passing an external Registration Authority audit.•Mentor colleagues on the technical and office environments, as well as customer relations.•Involved in handling security events, including explaining incidents and reporting suspicious activities.•Actively participate in resolving vulnerabilities for the organization's external audit.
