Help Desk Manager w/Top Secret Clearance

TekSynap

2d•Onsite

About The Position

The TekSynap is seeking a Help Desk Manager to manages DON OA Customer Service Branch providing help desk, desktop, and VIP IT support for over 4,000 users and ~450 tickets/month. We are seeking a Help Desk Manager to join our team at DON Office of Administration National Capital Region (NCR). 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. 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 vaccination requirements mandated by contract, applicable law or regulation. 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

Clearance requirement: Top Secret Clearance
5+ years IT support experience
ITIL v4 certification
US Citizenship

Nice To Haves

Prefered DOD 8570 IAT Level II i.e. Security+

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.