Client Service Manager

TekSynap•Arlington, VA

7d•Onsite

About The Position

We are seeking Client Service Manager to join our team supporting the Federal Deposit Insurance Corporation (FDIC) in Arlington, VA. You will be acting as a lead technician in the performance of onsite Support activities, where excellent customer service and professional expertise are required. 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. 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.

Requirements

BS/BA in Computer Science, Information Technology, or an equivalent combination of education or experience.
Five or more years of experience in service delivery and Network hardware and software Configuration troubleshooting.
Experience with various desktop systems, operating systems, and diverse technical environments.
Excellent customer service orientation and verbal communication skills.
Experience Supporting Windows Operating Systems, MAC Operating Systems, MS Office, VPN, local and Network printing, and mobile device services such as ActiveSync.
Ability to install Software for and troubleshoot a wide range of Applications.
Experience in a financial services environment preferred.
Analytical thinking and problem-solving ability
Proficiency in • BigFix • Bomgar • SCCM for desktops • Exchange Online Protection • Office365 Advanced Threat Protection • Windows Defender • Windows BitLocker • IBM MaaS360

Nice To Haves

Experience in a financial services environment preferred.

Responsibilities

Perform complex installations and Configurations of desktops, laptops, mobile devices, and associated Peripherals and related Software.
Lead teams in the performance of onsite Updates, Configuration changes, or Software installations. Lead teams in the performance of bulk MACDs.
Lead technical Support and setup during special events such as conferences.
Provide lead technical assistance to End Users. Liaise with and Support Customer VIPs.
Resolve escalated Service delivery issues, including communicating Service delivery issues to the appropriate internal stakeholders, and Support communications to the field force from the business liaisons regarding Service delivery issues
Oversee e (5) key areas: 1) Conventional Device Support, 2) Printer and MFD Device Support, 3) Mobile Device Management, 4) MACDs, and 5) Walk Up Kiosk Support.