Help Desk Manager

Responsibilities & Qualifications

RESPONSIBILITIES

• Maintain a comprehensive understanding of the NGEN/NMCI Contract DZ002 and Task Order FZ016, including Service Level Requirements and the Requirement to Award Process Tool (RAPT). Ensure compliance with contract specifications and Service Level Agreements (SLA).
• Oversee and facilitate NGEN/NMCI transitions, including planning schedules, rollouts, and architecture requirements.
• Implement unique technical requirements associated with NGEN/NMCI initiatives. Coordinate and resolve NGEN/NMCI issues among CNIC HQ personnel and leadership.
• Act as a liaison between various stakeholders, including Leidos, NCTAMS LANT, PEO Digital, and Enterprise Services.
• Develop and disseminate training materials and information to all levels of the chain of command.
• Regularly communicate through Beltway Weekly updates, regional meetings, and weekly meetings with customer support managers.
• Monitor recurring and claimant-specific technical problems related to the Navy's NGEN/NMCI efforts.
• Evaluate technical issues and provide relevant data and recommendations to the Leidos PM NMCI NGEN program office, NCTAMS LANT Customer Relation Management (CRM) team, and CNIC leadership.
• Manage a help desk operation supporting approximately 800 customers, ensuring high levels of customer satisfaction and timely resolution of issues.
• Supervise help desk staff and provide guidance and support as needed.

REQUIRED QUALIFICATIONS

• Active Secret security clearance
• Active IAT II Certification
• US Citizen
• Minimum of ten (10) years of experience in the NMCI NGEN technical arena.
• Proven experience in managing a help desk operation with a significant customer base (approximately 800 customers).
• In-depth knowledge of all aspects of the NGEN/NMCI program.
• Familiarity with the hardware and software utilized within the NMCI framework.
• Excellent verbal and written communication skills, with the ability to convey complex technical information to diverse audiences.
• Strong interpersonal skills to effectively coordinate with various stakeholders and leadership.
• Demonstrated ability to evaluate technical problems and provide actionable recommendations.
• Strong analytical skills to monitor and address recurring technical issues.
• Proven leadership abilities in managing teams and driving performance in a help desk environment.
• Experience in training and mentoring staff to enhance service delivery.

ADDITIONAL REQUIREMENTS

• Must be able to obtain and maintain any necessary security clearances.
• Willingness to travel as required for meetings and training sessions.

Overview

We are seeking a Help Desk Manager to join our 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.

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Additional Job Information

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: Naval District Washington, Washington, DC
• Type of environment: Office
• Noise level: Low
• Work schedule: Schedule is 0730 – 1730 Monday – Friday. May be requested to work evenings and weekends to meet program and contract needs.
• Amount of Travel: Contractor may be required to travel within CONUS (<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

Citizenship: US Citizen

Clearance requirement: Active 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

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.