Service Desk Lead Security Clearance

Position: Service Desk Lead with Security Clearance
Location: Glynco

Responsibilities & Qualifications This position is critical for maintaining high standards of IT service delivery for Tek Synap clients, requiring a proactive, knowledgeable, and committed IT Service Manager who excels in a fast-paced and dynamic environment. Tek Synap is seeking a highly skilled IT Service Manager to lead our Service Desk operations, ensuring top-tier service delivery and support for IT services.

This role requires a dynamic leader to oversee all service management activities aligned with standards and Tek Synap 's operational frameworks . Responsibilities:
* Oversee the operations of the IT Service Desk, ensuring effective management of incidents and service requests, and delivery of high-quality technical support.
* Develop and implement service management strategies that align with organizational goals and enhance service delivery efficiency.
* Create and manage escalation procedures and ensures service level s are maintained .
* Monitor service delivery metrics and KPIs to assess the performance of service desk activities, making adjustments as necessary to improve service levels.
* Manage and develop a team of IT support specialists, fostering a culture of continuous improvement and high performance.
* Serve as the primary point of contact for senior management and stakeholders regarding service management issues and updates.
* Implement ITIL best practices to streamline service management processes and enhance customer service.
* Coordinate with IT teams to ensure seamless integration and support of new technologies and systems into the service environment.
* Develop and manage service level agreements (SLAs) and ensure compliance with organizational and federal standards.
* Lead initiatives for service improvement by identifying issues, proposing solutions, and deploying changes within the service management framework.
* Provide regular reports and analytics to demonstrate service performance, improvement areas, and the impact of changes implemented.

Required Qualifications:

* Bachelor's degree in Information Technology , Computer Science, Business Administration, or a related field.
* At least 10 years of detailed experience in experience in Help Desk / Service Desk, coupled with five years of experience in IT, including operational, support, and management services.
* E xperience in implementing ITIL-based methods of using industry r ecognized Service Desk ticket management software, such as Ivanti HEAT
* In-depth knowledge of ITIL frameworks and experience in implementing IT service management best practices.
* Demonstrated leadership capabilities with the ability to manage and inspire a team of IT professionals.
* Strong analytical skills to evaluate service metrics and drive continuous improvements.
* Must be a US Citizen
* Ability to pass a federal law enforcement background investigation.
* Security Clearance :
Public Trust Clearance required Desired

Qualifications:

* ITIL certification or similar qualifications in IT service management.
* Experience working in IT service management within a federal government contracting environment.
* Excellent interpersonal and communication skills, capable of effectively engaging and influencing various stakeholders.
* Proven problem-solving skills and the ability to manage complex IT service issues.
* Experience in developing and managing SLAs and IT service contracts. COMPETENCIES
* Oral Communication
* Written Communication
* Strategic Thinking
* Technical Expertise
* Initiative
* Foster Innovation
* Results Oriented
* Teamwork Overview We are seeking a Service Desk Lead to join our team supporting a government customer. 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  . 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 vaccination requirements mandated by contract, applicable law or regulation.

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As part of the application process, you agree that Tek Synap Corporation may retain and use your name, e-mail, and contact…