Help Desk Manager w/Top Secret Clearance at TekSynap

Arlington, National Capital District, Papua New Guinea -

Full Time

Start Date

Immediate

Expiry Date

29 Apr, 26

Salary

0.0

Posted On

29 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

IT Support, ITIL v4, Customer Satisfaction, KPI Tracking, VIP Support, Service Management, Incident Management, Performance Metrics, Continuous Improvement, Team Supervision, Ticket Resolution, Documentation, External Coordination, Customer Surveys, Service Desk Management, Technical Support

Industry

IT Services and IT Consulting

Description

Responsibilities & Qualifications REQUIRED QUALIFICATIONS Clearance requirement: Top Secret Clearance 5+ years IT 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 The TekSynap is seeking a Help Desk Manager to manages DON OA Customer Service Branch providing help desk, desktop, and VIP IT support for over 4,000 users and ~450 tickets/month. RESPONSIBILITIES Manage daily operations of the DON OA Customer Service Branch (CSB) providing help desk and desktop support services. Oversee intake, triage, assignment, tracking, and resolution of approximately 450 service tickets per month. Ensure compliance with performance metrics, including 4-hour resolution for standard tickets and 1-hour resolution for VIP tickets. Direct and coordinate VIP IT support for approximately 150 senior officials, ensuring immediate and exceptional service. Supervise and schedule help desk staff to maintain continuous coverage from 6:00 AM to 6:00 PM ET, Monday through Friday. Ensure all incidents and requests are properly documented and tracked in the DON OA IT Ticket system. Monitor help desk performance metrics, prepare reports, and support Monthly and Quarterly Status Reporting. Conduct and analyze customer satisfaction surveys, implementing continuous service improvement actions to maintain ≥95% satisfaction. Coordinate with NMCI, NESD, DISA JSP, and other external support organizations as required. Overview We are seeking a Help Desk Manager to join our team at DON 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. Visit us at www.TekSynap.com. Apply now to explore jobs with us! 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. 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. 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 at Government facilities, NCR Type of environment: Office environment supporting Federal enterprise IT/Navy Secretariat Noise level: Medium Work schedule: Onsite with standard NCR core hours (0800-1700), Monday through Friday. Amount of Travel: Minimal (

Responsibilities

The Help Desk Manager will manage daily operations of the DON OA Customer Service Branch, overseeing help desk and desktop support services. They will ensure compliance with performance metrics and direct VIP IT support for senior officials.