Service Desk Team Lead

RESPONSIBILITIES

• Own overall responsibility for ITSMS process handling on the Service Desk;
• Manage all Service Desk supervisors;
• Coordinate Service Desk staff training sessions;
• Liaise with the FDIC Service Delivery Designee;
• Manage the development and issuance of Service Desk operational reports;
• Represent the Service Desk team in a customer-facing role;
• Liaise with the Contractor designated Change lead;
• Act as the lead owner for implementing and progressing Continuous Service Improvement (CSI) and managing CSI activities to ensure appropriate Service improvement results;
• Perform call monitoring of live and/or recorded Service Desk agent calls for quality assurance purposes;
• Serve as a further escalation point for Service Desk supervisors;
• Attend Change Advisory Board meetings as described in Attachment J6D (Meetings);
• Participate in Problem Management activities.

REQUIRED QUALIFICATIONS

• Bachelor’s degree or equivalent experience, advanced degree preferred.
• Ten plus years of experience in Service Desk Services, including at least 3 years in an IT outsourcing environment to manage Contractor Personnel performance of the Service Desk Services.
• Excellent communication and teamwork skills.

We are seeking a Service Desk Team Lead to join our team supporting the Federal Deposit Insurance Corporation (FDIC) in Arlington, VA. You will oversee a team of service desk agents and service desk supervisors. You will be a member of a technical team where excellent customer service and professional expertise are required.

The mission of FDIC’s Chief Information Officer Organization (CIOO) is to provide scalable, efficient technology that enables continuous access to data securely. In support of this mission, FDIC established Service Now as an enterprise platform in 2016 and has since implemented six product suites across the Service Now platform. The use of cloud platforms like Service Now is a key component of the FDIC’s ongoing IT Modernization Program, which emphasizes accelerated cloud adoption to support mission needs.

Tek Synap 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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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:
  
  Arlington, VA
• Type of environment:
  Varies
• 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…