Help Desk Manager

Responsibilities & Qualifications

We are seeking a Help Desk Manager to join our team!

REQUIRED QUALIFICATIONS

Experience

• Minimum of ten (10) years of experience in the NMCI NGEN technical arena.
• Proven experience in managing a help desk operation with a significant customer base (approximately 800 customers).
• In-depth knowledge of all aspects of the NGEN/NMCI program.
• Familiarity with the hardware and software utilized within the NMCI framework.
• Excellent verbal and written communication skills, with the ability to convey complex technical information to diverse audiences.
• Strong interpersonal skills to effectively coordinate with various stakeholders and leadership.
• Demonstrated ability to evaluate technical problems and provide actionable recommendations.
• Strong analytical skills to monitor and address recurring technical issues.
• Proven leadership abilities in managing teams and driving performance in a help desk environment.
• Experience in training and mentoring staff to enhance service delivery.

• Demonstrated experience supporting government agencies, customers, or contracts within federal environments. This includes the Intelligence Community (IC), Department of Defense (DoD), Federal Civil agencies, and military organizations. Prior experience supporting the same or similar contract, with an in-depth understanding of the customer environment, requirements, and operational landscape, is highly desirable.

Certifications

• Active IAT II Certification

Clearance

• Active Secret security clearance
• US Citizen

ADDITIONAL REQUIREMENTS

• Must be able to obtain and maintain any necessary security clearances.
• Willingness to travel as required for meetings and training sessions

RESPONSIBILITIES 

• Maintain a comprehensive understanding of the NGEN/NMCI Contract DZ002 and Task Order FZ016, including Service Level Requirements and the Requirement to Award Process Tool (RAPT). - Ensure compliance with contract specifications and Service Level Agreements (SLA).
• Oversee and facilitate NGEN/NMCI transitions, including planning schedules, rollouts, and architecture requirements.
• Implement unique technical requirements associated with NGEN/NMCI initiatives. - Coordinate and resolve NGEN/NMCI issues among CNIC HQ personnel and leadership.
• Act as a liaison between various stakeholders, including Leidos, NCTAMS LANT, PEO Digital, and Enterprise Services.
• Develop and disseminate training materials and information to all levels of the chain of command.
• Regularly communicate through Beltway Weekly updates, regional meetings, and weekly meetings with customer support managers.
• Monitor recurring and claimant-specific technical problems related to the Navy's NGEN/NMCI efforts.
• Evaluate technical issues and provide relevant data and recommendations to the Leidos PM NMCI NGEN program office, NCTAMS LANT Customer Relation Management (CRM) team, and CNIC leadership.
• Manage a help desk operation supporting approximately 800 customers, ensuring high levels of customer satisfaction and timely resolution of issues.
• Supervise help desk staff and provide guidance and support as needed.

Overview

WORK ENVIRONMENT 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.   

• Location: Naval District Washington, Washington, DC
• Type of environment: Office
• Noise level: Low  
• Work schedule: Schedule is 0730 – 1730 Monday – Friday. May be requested to work evenings and weekends to meet program and contract needs.
• Amount of Travel: Contractor maybe required to travel within CONUS (<10%)

WAGE INFORMATION 

Target salary range: $115,000 - $150,000. The salary range displayed is an estimate and will be determined based on several factors, including the individual’s combination of education, knowledge, skills, competencies, and experience, as well as contract parameters and organizational requirements. The listed salary represents one component of the total compensation package for employees. 

WORK AUTHORIZATION/SECURITY CLEARANCE 

U.S. Citizen 

Active Secret security clearance

PHYSICAL DEMANDS 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to handle, feel, touch; reach with hands and arms; talk and hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds. The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus. 

OTHER INFORMATION 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice 

Additional Job Information

TekSynap is a fast growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. “Technology moving at the speed of thought” embodies these principles – the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers. Apply now to explore jobs with us at www.TekSynap.com. 

We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays. 

TekSynap is a drug-free workplace. We reserve the right to conduct drug testing in accordance with federal, state, and local laws. All employees and candidates may be subject to drug screening if deemed necessary to ensure a safe and compliant working environment.

By applying to a role at TekSynap you are providing consent to receive text messages regarding your interview and employment status.  If at any time you would like to opt out of text messaging, respond "STOP". As part of the application process, you agree that TekSynap Corporation may retain and use your name, e-mail, and contact information for purposes related to employment consideration. 

EQUAL EMPLOYMENT OPPORTUNITY

In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. TekSynap does not discriminate against any person because of race, color, creed, religion, sex, sexual orientation, gender identity, protected veteran status, national origin, disability, age, genetic information or any other characteristic protected by law (referred to as “protected status”). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment. TekSynap is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact [email protected] for assistance.