Client Service Manager

Responsibilities & Qualifications

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.

The IT Modernization Program is intended to align the FDIC's IT program with key Federal priorities, including the Federal Cloud Smart Strategy.

RESPONSIBILITIES

* Perform complex installations and Configurations of desktops, laptops, mobile devices, and associated Peripherals and related Software.

* Lead teams in the performance of onsite Updates, Configuration changes, or Software installations. Lead teams in the performance of bulk MACDs.

* Lead technical Support and setup during special events such as conferences. vi. Provide lead technical assistance to End Users. Liaise with and Support Customer VIPs.

* Resolve escalated Service delivery issues, including communicating Service delivery issues to the appropriate internal stakeholders, and Support communications to the field force from the business liaisons regarding Service delivery issues

* Oversee e (5) key areas:
1) Conventional Device Support,
2) Printer and MFD Device Support,
3) Mobile Device Management,
4) MACDs, and
5) Walk Up Kiosk Support.

REQUIRED QUALIFICATIONS

* BS/BA in Computer Science, Information Technology, or an equivalent combination of education or experience.

* Five or more years of experience in service delivery and Network hardware and software Configuration troubleshooting.

* Experience with various desktop systems, operating systems, and diverse technical environments. iv. Excellent customer service orientation and verbal communication skills. Experience Supporting Windows Operating Systems, MAC Operating Systems, MS Office, VPN, local and Network printing,

* and mobile device services such as Active Sync. vi. Ability to install Software for and troubleshoot a wide range of Applications. vii. Experience in a financial services environment preferred. Analytical thinking and problem-solving ability

* Proficiency in
• Big Fix
• Bomgar
• SCCM for desktops
• Exchange Online Protection
• Office
365 Advanced Threat Protection
• Windows Defender
• Windows Bit Locker
• IBM MaaS
360

Overview

We are seeking Client Service Manager to join our team supporting the Federal Deposit Insurance Corporation (FDIC) in Arlington, VA. You will be acting as a lead technician in the performance of onsite Support activities, where excellent customer service and professional expertise are required.

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. Visit us at

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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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Additional Job Information

WORK ENVIRONMENT AND PHYSICAL DEMANDS

The work environment characteristics described here are representative of…