Service Desk Manager

Company: TekSynap
Location: Washington
Posted on: February 1, 2025

Job Description:

Responsibilities & QualificationsRESPONSIBILITIES

• Manage Service Desk Operations: Oversee daily operations of the Senate's Service Desk, ensuring timely resolution of IT issues, incidents, and service requests in line with Service Level Agreements (SLAs).
• Team Leadership: Lead, mentor, and develop a team of Service Desk analysts and technicians. Ensure the team maintains high performance, professionalism, and accountability.
• Incident and Problem Management: Monitor and prioritize incidents and service requests, ensuring effective and efficient resolution. Implement best practices to reduce incident recurrence.
• Stakeholder Communication: Maintain open communication with Senate staff and key stakeholders regarding the status of open tickets, incident resolutions, and service improvements.
• Process Improvement: Identify and implement strategies to continuously improve Service Desk processes and overall service quality. Collaborate with other IT teams to streamline workflows.
• Performance Monitoring: Track and report on key performance indicators (KPIs) related to service delivery, including response times, resolution rates, and customer satisfaction.
• Security Compliance: Ensure that all activities comply with Senate security policies and procedures, particularly around data protection, access control, and confidentiality.
• Vendor Management: Work with third-party vendors to ensure the smooth functioning of hardware, software, and other IT services.
• Training and Development: Provide ongoing training to the Service Desk team on new technologies, tools, and processes.
• Operating Systems: Proficient in managing and troubleshooting Windows Server environments, including Windows Server 2008, Windows Server 2012, and Windows Server 2016. Familiar with Windows 7, Windows 8, and Windows 10 client operating systems.
• Email Systems: Solid understanding of Microsoft Exchange and MS Outlook for email and collaboration services.
• Hardware: Hands-on experience with HP hardware and other enterprise-level computing systems.
• Networking: Strong working knowledge of LAN/WAN networks, routing systems, and TCP/IP protocols, ensuring secure and efficient network communication.REQUIRED QUALIFICATIONS
  • Bachelor's degree in computer science, or a related field.
  • 8 years' experience in service desk management.
  • Experience in managing IT service desks in government, public sector, or large-scale organizations preferred.
  • Familiarity with ITIL frameworks and service management tools (ServiceNow, Jira, etc.).
  • Excellent analytical, problem-solving, and decision-making skills.
  • Proven ability to manage and lead cross-functional teams and projects.
  • Strong communication and interpersonal skills, with the ability to effectively interact with internal and external stakeholders.
  • Relevant certifications (e.g., ITIL, HDI) are a plus.OverviewWe are seeking a Service Desk Manager to join our team supporting the United States Senate. This program provides comprehensive services for Local Area Networks (LANs) and Wide Area Networks (WANs), supporting roughly 12,000 users. The program covers the acquisition, delivery, configuration, integration, and upgrade of IT products, along with installation and on-site maintenance, including help desk services. Additional support includes hardware delivery, moves, upgrades in state offices, and technical assistance for systems, ensuring efficient, secure, and up-to-date IT infrastructure.We are seeking a dedicated and experienced Service Desk Manager to lead and manage the Service Desk team in providing high-quality, timely, and secure IT support for the U.S. Senate. The successful candidate will ensure that end users receive the highest level of service, including efficient handling of IT incidents, service requests, and providing problem resolution. This role is crucial in maintaining the Senate's technology infrastructure and ensuring seamless operations.COMPETENCIES
    • Establish Focus
    • 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
    • Customer ServiceWORK ENVIRONMENT AND PHYSICAL DEMANDSThe 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: Washington D.C.
      • Type of environment: Varies
      • Noise level: (Low, Medium, High)
      • 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: 10%PHYSICAL DEMANDSThe 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 CLEARANCECitizenship: US CitizenClearance requirement: Capitol Police Background CheckOTHER DUTIESPlease 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 OPPORTUNITYIn 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.
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Keywords: TekSynap, Richmond , Service Desk Manager, Executive , Washington, Virginia