Lawrence Livermore National Laboratory

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IT End User Services Team Lead

Location: Livermore, CA
Category: Technicians/IT
Job ID: 102441
Job Code: 
Date Posted: 

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Science and Technology on a Mission!

For more than 60 years, the Lawrence Livermore National Laboratory (LLNL) has applied science and technology to make the world a safer place.

We have an opening for an IT End User Services Team Lead working under general direction to support the National Ignition Facility (NIF) Principle Associate Directorate (PAD). The selected candidate will be responsible for leading a 6-person team, who provision, maintain, and troubleshoot end user devices and server and software application accounts. This position is in the National Ignition Facility Computer Support Unit (CSU) within Computation’s Computer Systems Support Division.
This position will be filled at either the 393.1 or 393.2 level depending on your qualifications.  Additional job responsibilities (outlined below) will be assigned if you are selected at the higher level.
Essential Duties
- Provide advanced technical support to users, while prioritizing team assignments to ensure consistent and accurate technical support.
- Collaborate with management and customers in technical projects being managed at the institutional level and translate into a NIF IT implementation plan.
- Develop tools and/or utilities to automate or enhance computer related processes, meet project requirements, and provide metrics tracking progress.
- Set and implement standards, policies, procedures, and service level agreements for the team and lead the IT End User Services team with a metrics-driven approach.
- Independently manage Tier 1 through Tier 3 problems to ensure they are resolved quickly and accurately, including complex multiple assignment tickets and resolve escalated issues in a timely manner, working directly with customers and their managers.
- Direct complex troubleshooting and support efforts.
- Mentor members of the team and provide training guidance to increase job skills.
- Ensure compliance with LLNL guidelines for user devices and represent NIF in institutional implementation planning activities.
-Perform other duties as assigned
In Addition, at the 393.2 Level
- Identify and resolve highly complex technical problems; suggest and implement original solutions.
- Define a metrics driven approach to manage the team and determine process for implementing and achieving the metrics through team performance (e.g., trouble ticket metrics and full project completion metrics).
- Participate in broad, independent interactions with all levels of personnel within Lawrence Livermore National Laboratory (LLNL) and represent the program at meetings or conferences.
- Bachelor’s Degree in Computer Science, Information Systems Management, or related discipline, or equivalent combination of technical training and experience.
- Extensive experience building, upgrading, repairing, moving, and ensuring backups of user devices.
- Demonstrated ability to lead a team of subject matter experts in a diverse, fast-paced, customer-focused user community with widely varying levels of computer literacy, setting priorities and solving complex problems.
- Extensive experience using a ticket management software application, and creating and reporting metrics to management and team members with an emphasis on tracking progress.
- Extensive experience using a reporting tool and presenting results to management.
- Extensive experience using a configuration management database to track assets.
- Experience with and knowledge of the skills needed for a customer support role to include a focus on listening, rapport-building, good communication skills, friendly and approachable nature, courtesy and patience, and negotiating and influencing skills.
In Addition, at the 393.2 Level
- Demonstrated in-depth knowledge and substantial experience in administering, troubleshooting, maintaining, and repairing highly advanced Windows, Apple and/or UNIX hardware and operating systems.
- Broad and in-depth technical knowledge and substantial experience in the systems administration and/or networking field, including experience with scripting and/or programming languages.
Desired Qualifications
- Advanced knowledge of enterprise support tools for management, patching, or software distribution (e.g., Active Directory, LANDesk, Tenable, Wise application packaging), Windows, Apple, and/or UNIX hardware/software, and security concepts and practices.
- Experience with the Microsoft Office Software Suite, using project management tools to track project tasks and milestones, network hardware, software, protocols, and principles, and writing basic to intermediate scripts.
- Microsoft or Apple computer certifications.

Pre-Employment Drug Test:  External applicant(s) selected for this position will be required to pass a post-offer, pre-employment drug test.

Security Clearance:  This position requires an active Department of Energy (DOE) Q-level clearance or active Top Secret clearance issued by another U.S. government agency at time of hire. 


Note:   This is a Career Indefinite position. Lab employees and external candidates may be considered for this position.

About Us

Lawrence Livermore National Laboratory (LLNL), located in the San Francisco Bay Area (East Bay), is a premier applied science laboratory that is part of the National Nuclear Security Administration (NNSA) within the Department of Energy (DOE).  LLNL's mission is strengthening national security by developing and applying cutting-edge science, technology, and engineering that respond with vision, quality, integrity, and technical excellence to scientific issues of national importance.  The Laboratory has a current annual budget of about $1.5 billion, employing approximately 6,000 employees.


LLNL is an affirmative action/ equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, marital status, national origin, ancestry, sex, sexual orientation, gender identity, disability, medical condition, protected veteran status, age, citizenship, or any other characteristic protected by law.

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