IT Inventory Manager

RESPONSIBILITIES

• Managing the queue for an IT Inventory Team

• Developing and maintaining effective relationships with federal property custodians

• Managing and Reporting on the maintenance and storage of IT Inventory

• Establishing process for monitoring productivity and performance of IT Inventory agents using ServiceNow dashboarding and monitoring

• Driving continuous improvement initiatives in line with federal efficiency mandates and agency performance expectations.

• Prioritizing tickets based on federal agency impact and urgency

• Developing and implementing quality assurance processes that align with federal guidelines ensuring that the service desk consistently meets federal performance standards.

• Leading root cause analysis on recurring issues and developing action plans to improve IT Inventory process inefficiencies and implementing quality improvements to reduce ticket resolution times and improve customer satisfaction.
• Strong attention to detail and a focus on accuracy particularly in reviewing data and ensuring compliance with federal guidelines.

REQUIRED QUALIFICATIONS

• 5 years of experience in an Inventory focused role

• ITIL 4 Foundation Certification (required or ability to obtain)

• Demonstrated proficiency using the ServiceNow ITSM platform

• Demonstrated proficiency with the ServiceNow CMDB

• Experience with inventory control and audit processes in a federal IT context.

• Experience working in a Federal IT environment

• Demonstrated experience in Inventory or Asset Management with a track record of implementing service improvements and optimizing service desk performance.

• Demonstrated experience with incident problem and request management processes including reporting and analytics.

• Demonstrated ability for oral and written communication with the highest levels of management.

• Knowledge of industry accepted standards and best practices related to IT Service Desk operations

• Adaptability to shifting priorities in a highly regulated environment.

• Proven experience managing IT Inventory operations in a federal agency or contractor setting.

• Queue management experience balancing workloads particularly in environments with multiple layers of oversight including Contracting Officer Representatives (CORs) and agency liaisons.

• Experience generating reports and metrics aligned with federal contracts such as response times ticket resolution and other KPIs for review by agency stakeholders.

• Ability to manage escalations effectively particularly within high-profile federal agencies or departments.

• Leadership in ensuring compliance with federal guidelines and security protocols as well as mentoring team members on federal-specific processes.

• Familiarity with federal protocols for escalating critical incidents and managing system-wide issues that may impact national or public services.

• Strong problem-solving skills for resolving issues within the service desk queue especially within the constraints of federal IT regulations.

• Ability to make decisions under pressure during high-priority federal incidents such as cybersecurity threats or national system outages.

• Experience in resource allocation and capacity planning in the context of federal staffing or budget restrictions.

• Excellent organizational and time-management skills especially in managing multiple federal contracts or high-volume service desk environments.

• Ability to work effectively in a fast-paced highly regulated federal environment.

• Strong attention to detail and commitment to maintaining the accuracy of ticket tracking and resolution records.

PREFERRED QUALIFICATIONS

• HDI Support Center Manager (desired)

• CompTIA A or other relevant certifications (desired)

• Demonstrated experience in developing and implementing solutions independently

• Demonstrated experience implementing or using a CMDB

• Experience with agile methodologies or DevSecOps within federal projects

We are seeking a highly motivated and experienced IT Inventory Manager to join our team supporting the NOAA SBITS Contract in Silver Spring MD. Through the SBITS contract TekSynap provides the Service Delivery Division within NOAA with a Service Desk Infrastructure Management Security Support Services IT Inventory Services SharePoint Support Service Now Development and United Messaging Services.

The IT Inventory Manager will lead our IT Inventory team and foster a culture of ownership accountability and high-quality service delivery. The IT Inventory Manager will ensure superior customer service enhance customer satisfaction and deliver positive customer experiences. The ideal candidate will possess strong leadership skills a commitment to continual service improvement and a passion for developing a high-performing team.

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.

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.

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The safety and health of our employees is of the utmost importance. Employees are required to comply with any contractually mandated Federal COVID-19 requirements. More information can be found here.

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WORK ENVIRONMENT AND PHYSICAL DEMANDS

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: Silver Spring MD
• Type of environment: Hybrid on-site support
• Noise level: Low
• 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%

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.

WORK AUTHORIZATION/SECURITY CLEARANCE

U.S. Citizenship

NOAA Public Trust Eligible

WAGE INFORMATION

Target salary range: $54000-$61000 yearly . The salary range displayed is an estimate and will be determined on several factors regarding the individuals particular combination of education knowledge skills competencies and experience as well as contract parameters and organizational requirements. The displayed salary is one component of the total compensation package for employees.

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.

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

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 contactfor assistance.