TS Clearance

TekSynap•Washington, DC

17h•$120,000 - $170,000•Onsite

About The Position

We are seeking a Service Desk Manager / IT Service Center Manager Universal IT Customer Support for a DOS contract. The Service Desk Manager / IT Service Center Manager Universal IT Customer Support Manages daily operations of the IT Service Center (ITSC), including Tier 0–4 support, implementation of swarming models, and customer service excellence. Oversees service desk staff, metrics, and continuous improvement initiatives.

Requirements

5+ years of experience managing IT service desk operations
Experience with service desk tools and performance metrics
Demonstrated experience supporting government agencies, customers, or contracts within federal environments. This includes the Intelligence Community (IC), Department of Defense (DoD), Federal Civil agencies, and military organizations.
Active Top Secret security clearance as required by the contract
U.S. Citizenship

Nice To Haves

Prior experience supporting the same or similar contract, with an in-depth understanding of the customer environment, requirements, and operational landscape, is highly desirable.
ITIL Foundation certification or higher preferred

Responsibilities

Manages daily operations of the IT Service Center (ITSC), including Tier 0–4 support, implementation of swarming models, and customer service excellence.
Oversees service desk staff, metrics, and continuous improvement initiatives.