Desk-Side Support Services (DSS) Manage w/Secret Clearance

TekSynap•Washington, DC

16d•Onsite

About The Position

We are seeking a Desk-side Support Services (DSS) Manager for the CSES contract. The DSS Manager is responsible for desk-side service delivery in response to incidents and service fulfillment requests, as well as other desk-side support outlined in the RFQ for both the National Capital Region and CONUS locations. This role manages large geographic support coverage, desk-side service levels, and continual improvement for field support services.

Requirements

Experience managing program-level desk-side break-fix and service request support for services and systems with requirements of similar size, scope, and complexity.
Experience managing and maintaining desk-side support service levels across large geographic areas with diverse customer bases.
Must meet applicable DoD 8140 cyberspace workforce qualification requirements for the assigned work role, including an approved baseline certification equivalent to IAM Level I or IAT Level I.
ITIL 4 Managing Professional certification, or current equivalent ITIL 4 role-aligned certification; related modules/exams should be stated.
Bachelor’s in IT or related field or additional 4 years experience in lieu
Secret Clearance
U.S. Citizenship

Responsibilities

Manage program-level desk-side support delivery for incidents, break-fix work, service requests, moves, refreshes, peripherals, and other end-user support activities.
Ensure desk-side support services meet SLAs/SLOs across the National Capital Region and CONUS field locations.
Coordinate regional managers, field technicians, service desk, asset/configuration, deployment, and customer engagement resources.
Use data analytics to identify service gaps, recurring issues, staffing constraints, geographic hotspots, and improvement opportunities.
Implement streamlining and continual improvement efforts across desk-side processes and customer-facing service delivery.
Maintain performance reporting, staffing coverage, escalation paths, and operational readiness for desk-side services.