TekSynap · 3 months ago
Help Desk Manager
US-DC-Washington
Full-time
Onsite
Senior Level, Lead/Staff
10+ years expTekSynap is a fast-growing high-tech company that focuses on providing comprehensive information management solutions for Federal Government customers. They are seeking a Help Desk Manager to oversee a help desk operation supporting approximately 800 customers, ensuring high levels of customer satisfaction and compliance with contract specifications.
ComputerInformation ServicesInformation Technology
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Maintain a comprehensive understanding of the NGEN/NMCI Contract DZ002 and Task Order FZ016, including Service Level Requirements and the Requirement to Award Process Tool (RAPT). - Ensure compliance with contract specifications and Service Level Agreements (SLA)
Oversee and facilitate NGEN/NMCI transitions, including planning schedules, rollouts, and architecture requirements
Implement unique technical requirements associated with NGEN/NMCI initiatives. - Coordinate and resolve NGEN/NMCI issues among CNIC HQ personnel and leadership
Act as a liaison between various stakeholders, including Leidos, NCTAMS LANT, PEO Digital, and Enterprise Services
Develop and disseminate training materials and information to all levels of the chain of command
Regularly communicate through Beltway Weekly updates, regional meetings, and weekly meetings with customer support managers
Monitor recurring and claimant-specific technical problems related to the Navy's NGEN/NMCI efforts
Evaluate technical issues and provide relevant data and recommendations to the Leidos PM NMCI NGEN program office, NCTAMS LANT Customer Relation Management (CRM) team, and CNIC leadership
Manage a help desk operation supporting approximately 800 customers, ensuring high levels of customer satisfaction and timely resolution of issues
Supervise help desk staff and provide guidance and support as needed
Qualification
Required
Active Secret security clearance
Active IAT II Certification
US Citizen
Minimum of ten (10) years of experience in the NMCI NGEN technical arena
Proven experience in managing a help desk operation with a significant customer base (approximately 800 customers)
In-depth knowledge of all aspects of the NGEN/NMCI program
Familiarity with the hardware and software utilized within the NMCI framework
Excellent verbal and written communication skills, with the ability to convey complex technical information to diverse audiences
Strong interpersonal skills to effectively coordinate with various stakeholders and leadership
Demonstrated ability to evaluate technical problems and provide actionable recommendations
Strong analytical skills to monitor and address recurring technical issues
Proven leadership abilities in managing teams and driving performance in a help desk environment
Experience in training and mentoring staff to enhance service delivery
Benefits
Health
Dental
Vision
401K
Life insurance
Short-term and long-term disability plans
Vacation time
Holidays
Company
TekSynap
TekSynap is a well planned information management environment that offers to meet the business needs of Local Government customers.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Kamran Jinnah
CEO
Lucas Narel
Chief Financial Officer
Recent News
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