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Help Desk Manager job in Fort Bragg at TekSynap

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Help Desk Manager at TekSynap

Help Desk Manager

TekSynap Fort Bragg, NC (On Site) Full-Time

RESPONSIBILITIES

  • Lead and Operate an Enterprise Customer Service Center providing Tier I Enterprise Service Desk and Tier II customer service to over 200,000 Army Reserve customers

  • Lead HQ USARC HQ walk up customer services for approximately 900 users

  • Provide leadership oversight for a virtual Enterprise Service Desk function for Omni-channel support 24x7x365, including during battle assembly weekends, contingencies, emergencies, and Command mission support operations.

  • Provide leadership oversight of geographically dispersed Tier II technicians and regional managers across the continental United States

  • Responsible for ensuring Service Level Agreements are met and exceeded

  • Lead the virtual and onsite support for software and application installation and configuration, diagnostic and touch labor IT services

  • Lead wireless mobility device implementation and maintenance services (e.g., smart phones, tablets)

  • Oversee Incident, Problem and Knowledge Management requests through a government provided customer service ticket system

REQUIRED QUALIFICATIONS

  • Education MA/MS in Information Technology (Preferred), BA/BS with 12 years’ IT experience

  • 7 years’ experience at the Enterprise Service Desk level providing SLA based services acknowledging, tracking, and resolving individual and site requests, incidents, and problems including laptop computing, mobility devices, printers, peripheral devices, network and datacenter hardware and software.

  • Clearance Level – Secret

  • Certifications Required – Security+ (or higher); HDI Support Center Manager; ITIL

  • Knowledge of Service Desk Industry accepted standards and best practices to include Knowledge Centered Systems (KCS)

  • Demonstrated experience in a DoD IT environment

  • Knowledge of DoD network and system security requirements.

  • Demonstrated ability for oral and written communication with the highest levels of management

  • Demonstrated excellence in planning, directing, and managing Enterprise Service Desk IT projects/operations in an organization similar in size to C4IM

  • Experience managing a virtual or physical enterprise-wide customer service desk similar of supporting at least 10,000 users in geographically dispersed locations.

We are seeking a Customer Service Operations Manager to join our team supporting USARC C4IM /ITES-3S-385538 in Fort Bragg, NC.

United States Army Reserve Command (USARC) G-6 owns and operates Army Reserve Network (ARNet) and Secure Army Reserve Network (SARNet) to provide continuous secure and nonsecure data, voice, and video transport, data center services, hosted applications, file services, collaboration tools, cybersecurity, remote access, continuity of operations, and customer service across the USAR enterprise IAW Army Regulation (AR) 25-1 Army Information Technology and other governing documents and outlined in the Army’s Command, Control, Communications, Computers and Information Management (C4IM) Services List. These services are provided to 65,000 users with network accounts at approximately 700 locations, primarily in the continental United States with a few in Puerto Rico, Europe, Asia, and the Pacific region. Contractor shall provide design, configuration, installation, implementation, testing, connectivity, monitoring, operations and maintenance, detection of cybersecurity malicious attacks, risk analysis, remote and onsite touch labor and/or replacement, enterprise architecture, security architecture, project management, change management, administrative and technical services, lifecycle management (excluding procurement and leasing of software and hardware), asset and license management, and logistics services for hardware, software, and firmware integral to ARNet

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.

Visit us at www.TekSynap.com.

Apply now to explore jobs with us!

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.

COMPETENCIES

  • 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

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: USARC HQ Fort Bragg, NC (Primarily On-site, some remote work may be required due to changing COVID protocols)

  • Type of environment: Business environment

  • Noise level: Medium

  • Work schedule: 8:00 a.m. to 5:00 p.m. Eastern time, Monday through Friday, except during lunch hour, federal holidays, or when the government facility is closed for administrative reasons

  • 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 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.

WORK AUTHORIZATION/SECURITY CLEARANCE

US Citizen

Active Secret Clearance

OTHER DUTIES

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.

EQUAL EMPLOYMENT OPPORTUNITY

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, sexual orientation, gender identity, protected veteran status, 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.

TekSynap is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact [Click Here to Email Your Resumé] for assistance.

ID: 2022-4021

External Company URL: www.teksynap.com/

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