Service Desk Lead

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 to ensure service level agreements 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.

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.
• At least 10 years of detailed experience in Help Desk / Service Desk, coupled with five years of experience in IT, including operational, support, and management services.
• Experience in implementing ITIL-based methods using industry recognized 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.

• 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.

• Oral Communication
• Written Communication
• Strategic Thinking
• Technical Expertise
• Initiative
• Foster Innovation
• Results Oriented
• Teamwork

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, 401(k), life insurance, short‑term and long‑term disability plans, vacation time and holidays.

• Location:
  
  Glynco, GA
• Type of environment:
  Office
• Noise level:
  Medium
• Work schedule:
  
  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 accommodate individuals with disabilities.

While performing the duties of this job, the employee is regularly required to use hands to…