Service Desk Lead

TekSynap • Glynco, GA

20d • Onsite

About The Position

This position is critical for maintaining high standards of IT service delivery for TekSynap clients, requiring a proactive, knowledgeable, and committed IT Service Manager who excels in a fast-paced and dynamic environment. TekSynap is seeking a highly skilled IT Service Manager to lead our Service Desk operations, ensuring top-tier service delivery and support for IT services. This role requires a dynamic leader to oversee all service management activities aligned with standards and TekSynap ’s operational frameworks .

Requirements

• Bachelor’s degree in Information Technology , Computer Science, Business Administration, or a related field.
• At least 10 years of detailed experience in experience in Help Desk / Service Desk, coupled with five years of experience in IT, including operational, support, and management services.
• E xperience in implementing ITIL-based methods of using industry r ecognized Service Desk ticket management software, such as Ivanti HEAT
• In-depth knowledge of ITIL frameworks and experience in implementing IT service management best practices.
• Demonstrated leadership capabilities with the ability to manage and inspire a team of IT professionals.
• Strong analytical skills to evaluate service metrics and drive continuous improvements.
• Must be a US Citizen
• Ability to pass a federal law enforcement background investigation.
• Security Clearance : Public Trust Clearance

Nice To Haves

• ITIL certification or similar qualifications in IT service management.
• Experience working in IT service management within a federal government contracting environment.
• Excellent interpersonal and communication skills, capable of effectively engaging and influencing various stakeholders.
• Proven problem-solving skills and the ability to manage complex IT service issues.
• Experience in developing and managing SLAs and IT service contracts.

Responsibilities

• Oversee the operations of the IT Service Desk, ensuring effective management of incidents and service requests, and delivery of high-quality technical support.
• Develop and implement service management strategies that align with organizational goals and enhance service delivery efficiency.
• Create and manage escalation procedures and ensures service level s are maintained .
• Monitor service delivery metrics and KPIs to assess the performance of service desk activities, making adjustments as necessary to improve service levels.
• Manage and develop a team of IT support specialists, fostering a culture of continuous improvement and high performance.
• Serve as the primary point of contact for senior management and stakeholders regarding service management issues and updates.
• Implement ITIL best practices to streamline service management processes and enhance customer service.
• Coordinate with IT teams to ensure seamless integration and support of new technologies and systems into the service environment.
• Develop and manage service level agreements (SLAs) and ensure compliance with organizational and federal standards.
• Lead initiatives for service improvement by identifying issues, proposing solutions, and deploying changes within the service management framework.
• Provide regular reports and analytics to demonstrate service performance, improvement areas, and the impact of changes implemented.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees