Quality & Queue Manager

RESPONSIBILITIES

• Managing the queue for an IT Service Desk made up of fully remote Tier I resources and a regionally dispersed Tier II Desktop Team
• Establishing process for monitoring productivity and performance of agents using ServiceNow dashboarding and monitoring
• Driving continuous improvement initiatives in line with federal efficiency mandates and agency performance expectations.
• Prioritizing tickets based on federal agency impact and urgency
• Developing and implementing quality assurance processes that align with federal guidelines, ensuring that the service desk consistently meets federal performance standards.
• Leading root cause analysis on recurring issues and developing action plans to improve service desk processes.
• Identifying process inefficiencies and implementing quality improvements to reduce ticket resolution times and improve customer satisfaction.
• Strong attention to detail and a focus on accuracy, particularly in reviewing service desk data and ensuring compliance with federal guidelines.

REQUIRED QUALIFICATIONS

• 5+ years of experience in an IT service desk or support role, with at least 2 years in a supervisory capacity in a federal or contractor setting.
• ITIL 4 Foundation Certification (required or ability to obtain)
• Demonstrated proficiency using the ServiceNow ITSM platform
• Demonstrated proficiency with the Avaya ACD and CMS
• Experience with quality control and audit processes in a federal IT context.
• Experience working in a Federal IT environment
• Demonstrated experience in IT Service Management (ITSM), with a track record of implementing service improvements and optimizing service desk performance.
• Proficiency in queue management for IT services, with a strong understanding of SLA (Service Level Agreement) compliance for federal contracts.
• 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 industry accepted standards and best practices related to IT Service Desk operations.

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 developing and implementing solutions independently
• Demonstrated experience using a CMDB
• Experience with agile methodologies or DevSecOps within federal projects

We are seeking a highly motivated and experienced Quality and Queue Manager to join our team supporting the NOAA SBITS Contract in Silver Spring, MD. Through the SBITS contract, TekSynap provides the Service Delivery Division within NOAA with 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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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.

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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: Remote, Occasional on-site support
• 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: $82,000 - $89,000. 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.