Service Desk Team Lead

TekSynap•Arlington, VA

5h•$130,000 - $155,000•Onsite

About The Position

TekSynap is seeking a Service Desk Team Lead to support the Federal Deposit Insurance Corporation (FDIC) in Arlington, Virginia. The role oversees service desk agents and supervisors as part of a technical team that requires strong customer service and professional expertise. The Team Lead owns service desk ITSMS processes, manages supervisors, coordinates staff training, and represents the team in customer-facing interactions. The position also leads continuous service improvement activities, supports quality assurance through call monitoring, and participates in change and problem management. The schedule is day shift, Monday through Friday. Evening and weekend work may be requested to meet program and contract needs. Travel is less than 10%. The work environment varies and has a low noise level. The target salary range is $130,000–$155,000, with the final amount based on factors including the candidate’s qualifications and contract and organizational requirements.

Requirements

Ten or more years of experience in Service Desk Services, including at least three years in an IT outsourcing environment managing Contractor Personnel performance of Service Desk Services.
Excellent communication and teamwork skills.
Demonstrated experience supporting government agencies, customers, or contracts in federal environments, including the Intelligence Community, Department of Defense, Federal Civil agencies, or military organizations.
Bachelor’s degree or equivalent experience.
Ability to receive a Public Trust clearance.
U.S. citizenship.

Nice To Haves

Advanced degree preferred.
Prior experience supporting the same or a similar contract, with an in-depth understanding of the customer environment, requirements, and operational landscape.

Responsibilities

Own overall responsibility for ITSMS process handling on the Service Desk.
Manage all Service Desk supervisors.
Coordinate Service Desk staff training sessions.
Liaise with the FDIC Service Delivery Designee.
Manage the development and issuance of Service Desk operational reports.
Represent the Service Desk team in a customer-facing role.
Liaise with the Contractor designated Change lead.
Lead the implementation and progression of Continuous Service Improvement (CSI), managing activities to ensure appropriate service improvement results.
Monitor live and/or recorded Service Desk agent calls for quality assurance.
Serve as an escalation point for Service Desk supervisors.
Attend Change Advisory Board meetings as described in Attachment J6D (Meetings).
Participate in Problem Management activities.