Support Center Service Desk Manager

 Washington, DC


We are seeking a Support Center Service Desk Manager to join our team supporting Department of Commerce Office of Chief Information Officer in Washington, DC.

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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The safety and health of our employees is of the upmost importance. Employees are required to comply with any contractually mandated Federal COVID-19 requirements. More information can be found here.

Responsibilities & Qualifications


The Service Delivery Manager is responsible for overall coordination, status reporting and stability of the service desk.

  • Re-engineer and set up service desks according to industry best practice procedures for consistency and increased productivity.
  • Obtain Government management buyin for improving the service desk by demonstrating greater Return On Investment.
  • Develop and maintain formal processes
  • Implement methodologies to improv first call resolution, managing customer perceptions, and building strong internal relationships.
  • Recommend and implement appropriate technology and other resources to maximize service desk effectiveness.
  • Build and retain a qualified service desk team through innovative hiring and training and development techniques.
  • Implement innovative staffing and scheduling models for KPI guaranteed coverage at the lowest possible costs.
  • Develop a customer care philosophy that ensures customer satisfaction.
  • Analyze service desk performance through various statistical and reporting methods.
  • Enhance the image of the service desk as a front end support group that advances the IT vision and strategy.
  • Manage an incident management system in a performance based environment complying with ITIL V3/V4 standards.


  • Experience in one of the following disciplines: Information Systems, Information Technology, Engineering, Management/Business Management, or Computer Science.
  • 5 years of relevant experience with a Bachelors degree or 10 years of experience with no education
  • Service desk Institute (HDI) certified as a HDI Support Center Manager with a requirement that individual become HDI Support Center Director certified within 12 months of Task Order Award
  • Active Secret Clearance or ability to obtain.

Additional Job Information


  • 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 Service


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: Washington, DC
  • Type of environment: Office
  • Noise level: Low - Medium
  • 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%


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.


US Citizen

Active Secret Clearance


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.


In 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, 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.