Help Desk Manager

TekSynap•Washington, DC

4d•Onsite

About The Position

We are seeking a Help Desk Manager to join our team! T ekSynap 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. We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays. Visit us at www.TekSynap.com . Apply now to explore jobs with us! The safety and health of our employees is of the utmost importance. Employees are required to comply with any contractually mandated Federal COVID-19 requirements. More information can be found here . By applying to a role at TekSynap you are providing consent to receive text messages regarding your interview and employment status. If at any time you would like to opt out of text messaging, respond "STOP" . "As part of the application process, you agree that TekSynap Corporation may retain and use your name, e-mail, and contact information for purposes related to employment consideration" .

Requirements

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.
Must be able to obtain and maintain any necessary security clearances.
Willingness to travel as required for meetings and training sessions

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.