Service Desk Manager

RESPONSIBILITIES

Team Leadership & Development:

• Lead, mentor, and develop a team of service desk professionals, creating an environment that promotes teamwork, growth, and accountability.
• Foster a culture of ownership, responsibility, and proactive problem-solving within the team.
• Conduct regular performance reviews, provide constructive feedback, and implement strategies to improve staff performance and satisfaction.
• Promote a customer-first mindset, ensuring every team member understands the importance of excellent customer service.

Service Quality & Continual Service Improvement:

• Implement and maintain ITIL-aligned processes and best practices, ensuring consistent and high-quality service delivery.
• Proactively identify areas for improvement and drive initiatives to optimize service desk efficiency and effectiveness.
• Oversee the development and maintenance of knowledge management systems to ensure accurate and up-to-date resources for the service desk team.

Customer Experience & Handling:

• Ensure all customer interactions are handled with professionalism, empathy, and clarity.
• Monitor customer feedback, take ownership of escalated issues, and ensure prompt resolution of complex or critical incidents.
• Build and maintain strong relationships with key stakeholders, regularly reporting on service performance and improvement initiatives.

Operational Management:

• Manage service desk resources effectively, including staffing, scheduling, and workload distribution.
• Ensure adherence to established service level agreements (SLAs), escalating issues when necessary to ensure resolution within agreed timeframes.
• Maintain a high level of communication with internal and external customers to manage expectations and ensure satisfaction.

REQUIRED QUALIFICATIONS

• 8+ Years Experience in Service Desk Management
• Demonstrated ability to lead and develop teams in a customer-focused environment.
• Demonstrated experience in IT Service Management (ITSM), with a track record of implementing service improvements and optimizing service desk performance.
• Demonstrated experience with incident, problem, and request management processes, including reporting and analytics.
• Demonstrated ability for oral and written communication with the highest levels of management;
• Knowledge of the ITIL framework (currently v4)
• Knowledge of industry accepted standards and best practices related to IT Service Desk operations
• ITIL 4 Foundation Certification (required or ability to obtain)

PREFERRED QUALIFICATIONS

• ITIL 4 Managing Professional (preferred)
• HDI Service Desk Manager or HDI Support Center Manager (desired)
• CompTIA A+ or other relevant certifications (a plus)
• Demonstrated experience in a Federal Enterprise IT environment
• Demonstrated experience in developing and implementing solutions independently
• Demonstrated proficiency using the ServiceNow ITSM platform
• Demonstrated proficiency with the Avaya ACD and CMS
• Demonstrated experience using a CMDB

We are seeking a highly motivated and experienced Service Desk Manager to join our team supporting the NOAA SBITS Contract in Silver Spring, MD. Through the SBITS contract, TekSynap provides a Service Desk, Infrastructure Management, Security Support Services, IT Inventory Services, SharePoint Support, Service Now Development and United Messaging Services.

The Service Desk Manager will lead our service desk team and foster a culture of ownership, accountability, and high-quality service delivery. The IT Service Desk Manager will ensure superior customer service, enhance customer satisfaction, and deliver positive customer experiences. The ideal candidate will possess strong leadership skills, a commitment to continual service improvement, and a passion for developing a high-performing team.

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.

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WORK ENVIRONMENT AND PHYSICAL DEMANDS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Location: Silver Spring
• Type of environment: Hybrid, Will require weekly on-site
• Noise level: Low
• Work schedule: Schedule is day shift Monday – Friday. May be requested to work evenings and weekends to meet program and contract needs. 
• Amount of Travel: Less than 10%

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to handle, feel, touch; reach with hands and arms; talk and hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds. The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

WAGE INFORMATION

Target salary range: $90,000-$122,000.  The salary range displayed is an estimate and will be determined on several factors regarding the individual’s particular combination of education, knowledge, skills, competencies and experience, as well as contract parameters and organizational requirements.  The displayed salary is one component of the total compensation package for employees. 

WORK AUTHORIZATION/SECURITY CLEARANCE

US Citizenship

NOAA Public Trust Eligible

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

EQUAL EMPLOYMENT OPPORTUNITY

In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. TekSynap does not discriminate against any person because of race, color, creed, religion, sex, national origin, disability, age, genetic information or any other characteristic protected by law (referred to as “protected status”). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment.