Surge Support Coordinator

Thank you for considering IT Concepts dba Kentro, where innovation drives opportunity and collaboration leads to success. Our dynamic community of experts is fully committed to advancing our customers' missions, fostering professional growth, and making a positive impact on our communities.                                                

Our transition to Kentro in 2025 reflects a rich legacy built upon the foundation of IT Concepts. Rather than leaving ITC behind, we confidently embrace a future centered around the Core of More. By joining our supportive community, you will find that Kentro is dedicated to your personal and professional development. Together, we can drive meaningful change, spark innovation, and achieve extraordinary milestones.

Kentro is hiring an experienced Surge Support Coordinator to support our VA - End Point Support and Operations Monitoring (ESOM) contract across the United States. The VA is responsible for providing comprehensive onsite and remote support to IT customers across all VA Administrations and special program offices, including direct support of over 340,000 VA employees and thousands of contractors who use government-furnished IT equipment and infrastructure.

As Surge Support Coordinator, you will assist the Surge Support Lead and District Project Managers in the operationalization of mobile IT surge support teams and events. In this role, you will be responsible for confirming resources, supporting/leading planning meetings, assist with travel arrangements, document and manage metrics, and ensuring completion of after-action reports/meetings. The desired candidate seeks to identify solutions to streamline processes to enhance overall operations.

Location: This position can be performed from a remote setting and will support eastern time zone working hours.

Travel: Travel may be required and is dependent upon surge support event requirements and resourcing availability.   

Responsibilities  

• Support the Surge Support Lead in event planning including resource coordination and confirmation and supporting/leading planning meetings.
• Provide assistance with travel, confirming that resource travel expectations have been communicated and submitted into the approval system (LEAF); streamlines travel processes and procedures and communicates to key stakeholders.
• Manages surge support documentation, providing a standardized repository of all artifacts, ensuring consistency to streamline operations.
• Exhibits a willingness to proactively mitigate issues, by providing recommendations, and executes, upon approval.
• Collaborates with District Project Managers regarding the selection and confirmation of surge support participants.
• Responsible for documenting and managing metrics; works with resources to automate reporting through the development and implementation of dashboards.
• Provides updates to ESOM Leadership, regarding status, issues, concerns, and accomplishments. May also provide updates to customer Leadership.

• Ability to use online reporting tools and Excel to mine data, generate actionable insights and create schedules.

• Collaborates with District Project Managers, surge support teams, and onsite staff during surge events.
• Collaborates with Finance to reconcile travel invoices for submission; provides Finance with details to ensure timecodes are populated for resources.  
• Develops and manages process documentation and project planning documents such as RACI’s.
• Supports the development of deliverables, providing updates to the weekly status report, as well as annual event response reports.

Requirements 

• Bachelor’s Degree in Engineering, Mathematics, or Business Administration.
• 5 years of experience; 8 years of additional relevant experience may be substituted for education.

• Prior experience with coordinating and executing events; requiring coordination among varying stakeholders.

• Must communicate clearly to team members, and be comfortable with coordination, and collaboration.
• Must possess superior oral and written communication skills to convey issues, reports, and other deliverables clearly and effectively.

• Experienced with Microsoft Office applications, inclusive of Excel, Word, and PowerPoint.

Preferred: 

• ITIL v4 certification
• Knowledge of VA's organizational structure and IT environment

• Experience with MS bookings

• Previously held or currently holds a Public Trust – Level 4

The Company

We believe in generating success collaboratively, enabling long-term mission success, and building trust for the next challenge. With you as our partner, let’s solve challenges, think innovatively, and maximize impact. As a valued member of our team, you have the unique opportunity to work in a diverse range of technology and business career paths, all while supporting our nation and delivering innovative technology solutions. We are a close community of experts that pride ourselves on creating an environment defined by teamwork, dedication, and excellence.

We hold three ISO certifications (27001:2013, 20000-1:2011, 9001:2015) and two CMMI ML 3 ratings (DEV and SVC).

Industry Recognition

Growth | Inc 5000’s Fastest Growing Private Companies, DC Metro List Fastest Growing; Washington Business Journal: Fastest Growing Companies, Top Performing Small Technology Companies in Greater D.C.

Culture | Northern Virginia Technology Council Tech 100 Honoree; Virginia Best Place to Work; Washington Business Journal: Best Places to Work, Corporate Diversity Index Winner – Mid-Size Companies, Companies Owned by People of Color; Department of Labor’s HireVets for our work helping veterans transition; SECAF Award of Excellence finalist; Victory Military Friendly Brand; Virginia Values Veterans (V3); Cystic Fibrosis Foundation Corporate Breath Award

Benefits

We offer competitive benefits package including paid time off, healthcare benefits, supplemental benefits, 401k including an employer match, discount perks, rewards, and more.  We invest in our employees – Every employee is eligible for education reimbursement for certifications, degrees, or professional development.  Reimbursement amounts may fluctuate due to IRS limitations. We want you to grow as an expert and a leader and offer flexibility for you to take a course, complete a certification, or other professional growth and networking. We are committed to supporting your curiosity and sustaining a culture that prioritizes commitment to continuous professional development.

We work hard; we play hard. Kentro is committed to incorporating fun into every day. We dedicate funds for activities – virtual and in-person – e.g., we host happy hours, holiday events, fitness & wellness events, and annual celebrations. In alignment with our commitment to our communities, we also host and attend charity galas/events. We believe in appreciating your commitment and building a positive workspace for you to be creative, innovative, and happy.

Commitment Equal Opportunity Employment & VEVRAA

Kentro is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state or local law.

Kentro is strongly committed to compliance with VEVRAA and other applicable federal, state, and local laws governing equal employment opportunity. We have developed comprehensive policies and procedures to ensure our hiring practices align with these requirements.

As part of our VEVRAA compliance efforts, Kentro has established an equal opportunity plan outlining our commitment to recruiting, hiring, and advancing protected veterans. This plan is regularly reviewed and updated to ensure its effectiveness.

We encourage protected veterans to self-identify during the application process. This information is strictly confidential and will only be used for reporting and compliance purposes as required by law. Providing this information is voluntary and will not impact your employment eligibility.

Our commitment to equal employment opportunity extends beyond legal compliance. We are dedicated to fostering an inclusive workplace where all employees, including protected veterans, are treated with dignity, respect, and fairness.

How to Apply

To apply to Kentro Positions- Please click on the: “Apply for this Job” button at the bottom of this Job Description or the button at the top: “Application.”  Please upload your resume and complete all the application steps. You must submit the application for Kentro to consider you for a position.  If you need alternative application methods, please email [email protected] and request assistance.  

Accommodations

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. If you need to discuss reasonable accommodations, please email [email protected].  

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