Help Desk/End User Support Manager

RESPONSIBILITIES

• Oversee all aspects of Tier 2 Deskside Support, ensuring efficient support for hardware, software, and connectivity issues for both normal and VIP users​.
• Supervises and coordinates activities of IT Service Desks Specialists, Coordinators or Technicians.
• Identifies. troubleshoots, or resolves information systems problems to minimize down time of applications and personnel.
• Provide clear guidance on technical issues via calls, emails, and other customer interactions, facilitating understanding of complex technical solutions.
• Assist computer users with hardware and software questions and problems
• Field telephone calls, e-mail messages and other contacts from customers seeking guidance on technical problems.
• Oversees all survey planning, design, sampling, and development, creating guidelines for capture, managing, and use of information for knowledge base to include:
• Pretest/pilot surveying; defining and refining the agenda
• Survey database administration
• Assessing reliability and validity of data
• Determine proper survey data collection methodology
• Production of reports and findings
• Manage user access, security groups, account provisioning, and Active Directory (AD) changes in support of service request management​.
• Use the Government ITSM tool (e.g., MHS-SHD ServiceNow) to track tickets, escalations, and service request management efficiently across all deskside support activities​

REQUIRED QUALIFICATIONS

• Experience:
  • Eight (8) years of progressive experience demonstrating the required proficiency
  • Experience Supervising and directing staff who are responsible for phone and in-person support to users in areas of email, directories, computer operating systems and desktop applications.
  • Experience serving as a senior point of contact for all troubleshooting of hardware or software on all types of operating systems, network infrastructure, computer peripherals, and or mobile IT devices.
• Certifications:
  • DoD Approved 8570 Baseline Certification: Category IAT Level II (One of the following):
    • CCNA Security
    • CySA+
    • GICSP
    • GSEC
    • Security+ CE
    • SSCP
    • CND
    • CASP+ CE
    • CCNP Security
    • CISA
    • CISSP (or Associate)
    • GCED
    • GCIH
    • CCSP
  • Computing Environment Certification (One of the following):
    • HDI Support Center Manager (HDI-SCM) or equivalent (ITIL, etc.)
• Education:
  • Master’s degree
• Clearance:
  • Must possess a Secret Clearance

We are seeking a Help Desk/End User Support Manager to join our team supporting Defense Health Headquarters (DHHQ).

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. 

Apply now to explore jobs with us!  

The safety and health of our employees is of the utmost importance. Employees are required to comply with any contractually mandated Federal COVID-19 requirements. More information can be found here.

By applying to a role at TekSynap you are providing consent to receive text messages.  If at any time you would like to opt out of text messaging, respond "STOP".

COMPETENCIES

• Establish Focus
• Customer Service
• Change Management
• Develop Others
• Oral Communication
• Written Communication
• Interpersonal Awareness
• Build Relationships
• Analytical Thinking
• Conceptual Thinking
• Strategic Thinking
• Technical Expertise
• Initiative
• Foster Innovation
• Results Oriented
• Teamwork

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:  National Capital Region (NCR) – Falls Church, VA (Preferred)
• Type of environment: Office
• Noise level: Medium
• 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.

WORK AUTHORIZATION/SECURITY CLEARANCE

U.S. Citizen

Minimum Secret Clearance

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, sexual orientation, gender identity, protected veteran status, 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.

TekSynap is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact hr@teksynap.com for assistance.