Help Desk Manager wTop Secret Clearance

Arlington, TX - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Responsibilities & Qualifications

We are seeking aHelp Desk Managerto join ourteamatDON Office of Administration National Capital Region (NCR) tomanageDON OA Customer Service Branch providing help desk desktop and VIP IT support for over 4000 users and 450 tickets/month.

REQUIRED QUALIFICATIONS

Experience

5yearsIT support experience

Certifications

ITIL v4 certification
Preferred DOD 8570 IAT Level II i.e. Security

Clearance

Top Secret Clearance

RESPONSIBILITIES

Manage daily operations of theDON OA Customer Service Branch (CSB)providing help desk and desktop support services.
Oversee intake triage assignment tracking and resolution of approximately450 service tickets per month.
Ensure compliance with performance metrics including4-hour resolution for standard tickets and 1-hour resolution for VIP tickets.
Direct and coordinateVIP IT supportfor approximately 150 senior officials ensuring immediate and exceptional service.
Supervise and schedule help desk staff tomaintaincontinuous coverage from 6:00 AM to 6:00 PM ET Monday through Friday.
Ensureall incidents and requests are properly documented and tracked in the DON OA IT Ticket system.
Monitorhelpdesk performance metrics prepare reports and support Monthly and Quarterly Status Reporting.
Conduct and analyzecustomer satisfaction surveys implementing continuous service improvement actions tomaintain95% satisfaction.
Coordinate with NMCI NESD DISA JSP and other external support organizations as.

COMPETENCIES

IT service management
Customer satisfaction optimization
KPI tracking and reporting
VIP and executive-level support

Overview

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:Onsite atGovernment facilities NCR
Type of Environment: OfficeenvironmentsupportingFederal enterprise IT/Navy Secretariat
Noise level: Medium
Work schedule: Onsite with standard NCRcore hours (0800-1700) Monday through Friday.
Amount of travel: Minimal (<10%).

WORK AUTHORIZATION/SECURITY CLEARANCE

U.S. Citizen

Top Secret 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 .

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 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 contactfor assistance.

Required Experience:

Manager

Responsibilities & QualificationsWe are seeking aHelp Desk Managerto join ourteamatDON Office of Administration National Capital Region (NCR) tomanageDON OA Customer Service Branch providing help desk desktop and VIP IT support for over 4000 users and 450 tickets/month.REQUIRED QUALIFICATIONSExperie...