Service Desk Team Lead at TekSynap

Arlington, Virginia, United States -

Full Time

Start Date

Immediate

Expiry Date

16 Apr, 26

Salary

0.0

Posted On

16 Jan, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Service Desk Management, IT Outsourcing, Team Leadership, Customer Service, Communication Skills, Continuous Service Improvement, Quality Assurance, Problem Management, Training Coordination, Operational Reporting, Change Management, Escalation Management, Call Monitoring, Technical Expertise, Collaboration, Federal IT Standards

Industry

IT Services and IT Consulting

Description

Responsibilities & Qualifications RESPONSIBILITIES Own overall responsibility for ITSMS process handling on the Service Desk; Manage all Service Desk supervisors; Coordinate Service Desk staff training sessions; Liaise with the FDIC Service Delivery Designee; Manage the development and issuance of Service Desk operational reports; Represent the Service Desk team in a customer-facing role; Liaise with the Contractor designated Change lead; Act as the lead owner for implementing and progressing Continuous Service Improvement (CSI) and managing CSI activities to ensure appropriate Service improvement results; Perform call monitoring of live and/or recorded Service Desk agent calls for quality assurance purposes; Serve as a further escalation point for Service Desk supervisors; Attend Change Advisory Board meetings as described in Attachment J6D (Meetings); and Participate in Problem Management activities REQUIRED QUALIFICATIONS Bachelor’s degree or equivalent experience, advanced degree preferred. Ten plus years of experience in Service Desk Services, including at least 3 years in an IT outsourcing environment to manage Contractor Personnel performance of the Service Desk Services Excellent communication and teamwork skills. Overview We are seeking Service Desk Team Lead to join our team supporting the Federal Deposit Insurance Corporation (FDIC) in Arlington, VA. You will oversee a team of service desk agents and service desk supervisors. You will be a member of technical team where excellent customer service and professional expertise are required. The mission of FDIC’s Chief Information Officer Organization (CIOO) is to provide scalable, efficient technology that enables continuous access to data securely. In support of this mission, FDIC established ServiceNow as an enterprise platform in 2016 and has since implemented six product suites across the ServiceNow platform. The use of cloud platforms like ServiceNow is a key component of the FDIC’s ongoing IT Modernization Program, which emphasizes accelerated cloud adoption to support mission needs. The IT Modernization Program is intended to align the FDIC’s IT program with key Federal priorities, including the Federal Cloud Smart Strategy. 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: Arlington, VA Type of environment: Varies 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 Citizenship: US Citizen Clearance requirement: ability to receive a Public Trust clearance 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 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. 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 hr@teksynap.com for assistance.

Responsibilities

The Service Desk Team Lead will oversee the Service Desk operations, manage supervisors, and ensure quality service delivery. They will also implement continuous service improvements and participate in problem management activities.