Help Desk Manager wTop Secret Clearance
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Job Location:
Arlington, TX - USA
Monthly Salary:
Not Disclosed
Posted on:
3 hours ago
Vacancies:
1 Vacancy
Job Summary
Responsibilities & Qualifications
REQUIRED QUALIFICATIONS
- Clearance requirement: Top Secret Clearance
- 5yearsIT support experience
- ITIL v4 certification
- Prefered DOD 8570 IAT Level II i.e. Security
COMPETENCIES
- IT service management
- Customer satisfaction optimization
- KPI tracking and reporting
- VIP and executive-level support
TheTekSynap is seeking aHelp Desk ManagertomanagesDON OA Customer Service Branch providing help desk desktop and VIP IT support for over 4000 users and 450 tickets/month.
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.
Overview
We are seeking aHelp Desk Managerto join ourteamatDON Office of Administration National Capital Region(NCR).
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 vaccination requirements mandated by contract applicable law or regulation.
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Additional Job Information
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%).
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
US Citizenship
Clearance requirement: Top Secret Clearance
OTHER DUTIES
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.
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 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.
Required Experience:
Manager
Key Skills
- user account
- Active Directory
- Customer Service
- Information Technology
- desk support
- End user
- Project Management
- Phone Calls
- service levels agreement
- Desk Staff
- Ltil
- Procedures
- Setup
- hardware
- Technical Support
About Company
TekSynap utilizes the best information management technology to meet the business needs of Federal, State and Local Government customers.
