TekSynap · 6 hours ago
Help Desk Manager w/Top Secret Clearance
Arlington, VA
Full-time
Onsite
Senior Level
5+ years expTekSynap is a fast-growing high-tech company that provides information management services for Federal Government customers. They are seeking a Help Desk Manager to oversee the DON OA Customer Service Branch, managing help desk and desktop support for over 4,000 users and approximately 450 service tickets per month.
ComputerInformation ServicesInformation Technology
No H1B
Security Clearance RequiredU.S. Citizen Only
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
Qualification
Required
Clearance requirement : Top Secret Clearance
5+ years IT support experience
ITIL v4 certification
Prefered DOD 8570 IAT Level II i.e. Security+
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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