Service Desk Lead

Responsibilities & Qualifications

We are seeking a Service Desk Lead to join our team supporting a government customer.

This position is critical for maintaining high standards of IT service delivery for TekSynap clients, requiring a proactive, knowledgeable, and committed IT Service Manager who excels in a fast-paced and dynamic environment. TekSynap is seeking a highly skilled IT Service Manager to lead our Service Desk operations, ensuring top-tier service delivery and support for IT services. This role requires a dynamic leader to oversee all service management activities aligned with standards and TekSynap’s operational frameworks. 

REQUIRED QUALIFICATIONS

Experience

• At least 10 years of detailed experience in experience in Help Desk / Service Desk, coupled with five years of experience in IT, including operational, support, and management services.  
• Experience in implementing ITIL-based methods of using industry recognized Service Desk ticket management software, such as Ivanti HEAT  
• In-depth knowledge of ITIL frameworks and experience in implementing IT service management best practices. 
• Demonstrated leadership capabilities with the ability to manage and inspire a team of IT professionals. 
• Strong analytical skills to evaluate service metrics and drive continuous improvements. 

Education

• Bachelor’s degree in information technology, Computer Science, Business Administration, or a related field. 

Clearance

• Must be a US Citizen  
• Ability to pass a federal law enforcement background investigation. 
• Security Clearance: Public Trust Clearance required 

DESIRED QUALIFICATIONS

• ITIL certification or similar qualifications in IT service management. 
• Experience working in IT service management within a federal government contracting environment. 
• Excellent interpersonal and communication skills, capable of effectively engaging and influencing various stakeholders. 
• Proven problem-solving skills and the ability to manage complex IT service issues. 
• Experience in developing and managing SLAs and IT service contracts. 

RESPONSIBILITIES

• Oversee the operations of the IT Service Desk, ensuring effective management of incidents and service requests, and delivery of high-quality technical support. 
• Develop and implement service management strategies that align with organizational goals and enhance service delivery efficiency. 
• Create and manage escalation procedures and ensures service levels are maintained. 
• Monitor service delivery metrics and KPIs to assess the performance of service desk activities, making adjustments as necessary to improve service levels. 
• Manage and develop a team of IT support specialists, fostering a culture of continuous improvement and high performance. 
• Serve as the primary point of contact for senior management and stakeholders regarding service management issues and updates. 
• Implement ITIL best practices to streamline service management processes and enhance customer service. 
• Coordinate with IT teams to ensure seamless integration and support of new technologies and systems into the service environment. 
• Develop and manage service level agreements (SLAs) and ensure compliance with organizational and federal standards. 
• Lead initiatives for service improvement by identifying issues, proposing solutions, and deploying changes within the service management framework. 
• Provide regular reports and analytics to demonstrate service performance, improvement areas, and the impact of changes implemented. 

COMPETENCIES   

• Oral Communication  
• Written Communication  
• Strategic Thinking 
• Technical Expertise 
• Initiative 
• Foster Innovation 
• Results Oriented 
• Teamwork  

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.

• Locations: Glynco, GA
• Type of environment: Office 
• Noise level: Medium
• Work schedule: Schedule is day shift Monday – Friday. May be requested to work evenings and weekends to meet program and contract needs.
• Amount of Travel: Less than 10%

WORK AUTHORIZATION/SECURITY CLEARANCE

U.S. Citizen

Customer Specific Background Investigation 

Public Trust Clearance required 

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.