Client Service Manager

TekSynap•Arlington, VA

5h•$115,000 - $155,000•Onsite

About The Position

TekSynap is seeking a Client Service Manager to support the Federal Deposit Insurance Corporation (FDIC) in Arlington, Virginia. The role acts as a lead technician for onsite support activities, requiring strong customer service and technical expertise. The manager leads teams performing updates, configuration changes, software installations, and bulk MACDs; provides technical assistance to end users and VIPs; and resolves escalated service delivery issues. The position oversees conventional device support, printer and MFD device support, mobile device management, MACDs, and walk-up kiosk support. The role supports the FDIC Chief Information Officer Organization’s mission to provide scalable, efficient technology and secure, continuous access to data. The FDIC’s IT Modernization Program emphasizes cloud adoption, including its enterprise ServiceNow platform. This is an onsite role in an environment that varies, with a low noise level. The normal schedule is day shift, Monday through Friday, though evening and weekend work may be requested to meet program and contract needs. Travel is less than 10%. The target salary range is $115,000–$155,000, with the final amount determined by factors including education, skills, experience, and contract and organizational requirements. The position requires U.S. citizenship and the ability to receive a Public Trust clearance.

Requirements

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 and Mac operating systems, MS Office, VPN, local and network printing, and mobile device services such as ActiveSync.
Ability to install software and troubleshoot a wide range of applications.
Analytical thinking and problem-solving ability.
Proficiency with BigFix, Bomgar, SCCM for desktops, Exchange Online Protection, Office 365 Advanced Threat Protection, Windows Defender, Windows BitLocker, and IBM MaaS360.
Demonstrated experience supporting government agencies, customers, or contracts in federal environments, including the Intelligence Community, Department of Defense, federal civilian agencies, or military organizations.
U.S. citizenship.
Ability to receive a Public Trust clearance.
BS/BA in Computer Science or Information Technology, or an equivalent combination of education or experience.

Nice To Haves

Experience in a financial services environment.
Prior experience supporting the same or a similar contract, with an in-depth understanding of the customer environment, requirements, and operational landscape.

Responsibilities

Perform complex installations and configurations of desktops, laptops, mobile devices, peripherals, and related software.
Lead teams performing onsite updates, configuration changes, and software installations.
Lead teams performing 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 issues to appropriate internal stakeholders.
Support communications to the field force from business liaisons regarding service delivery issues.
Oversee conventional device support, printer and MFD device support, mobile device management, MACDs, and walk-up kiosk support.