Help Desk Manager w/Top Secret Clearance

Responsibilities & QualificationsREQUIRED QUALIFICATIONS Clearance requirement:Top Secret Clearance 5+ years IT support experience ITIL v4 certification Prefered DOD 8570 IAT Level II i.e. Security COMPETENCIES IT service management Customer satisfaction optimization KPI tracking and reporting VIP and executive-level support The TekSynap is seeking a Help Desk Manager to manages DON OA Customer Service Branch providing help desk, desktop, and VIP IT support for over 4,000 users and ~450 tickets/month.RESPONSIBILITIES Manage daily operations of the DON OA Customer Service Branch (CSB) providing help desk and desktop support services. Oversee intake, triage, assignment, tracking, and resolution of approximately 450 service tickets per month . Ensure compliance with performance metrics, including 4-hour resolution for standard tickets and 1-hour resolution for VIP tickets . Direct and coordinate VIP IT support for approximately 150 senior officials, ensuring immediate and exceptional service. Supervise and schedule help desk staff to maintain continuous coverage from 6:00 AM to 6:00 PM ET , Monday through Friday. Ensure all incidents and requests are properly documented and tracked in the DON OA IT Ticket system. Monitor help desk performance metrics, prepare reports, and support Monthly and Quarterly Status Reporting. Conduct and analyze customer satisfaction surveys , implementing continuous service improvement actions to maintain =95% satisfaction. Coordinate with NMCI, NESD, DISA JSP, and other external support organizations as required. OverviewWe are seeking a Help Desk Manager to join our team at DON Office of Administration National Capital Region (NCR).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 .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.By applying to a role at TekSynap you are providing consent to receive text messages regarding your interview and employment status. If at any time you would like to opt out of text messaging, respond "STOP".As part of the application process, you agree that TekSynap Corporation may retain and use your name, e-mail, and contact information for purposes related to employment consideration.Additional Job InformationWORK ENVIRONMENT AND PHYSICAL DEMANDSThe 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 : Onsite at Government facilities, NCR Type of environment : Officeenvironment supporting Federal enterprise IT/Navy Secretariat Noise level : Medium Work schedule :Onsite with standard NCR core hours (0800-1700), Monday through Friday. Amount of Travel :Minimal ( PHYSICAL DEMANDSThe 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 employeeis regularly required touse hands tohandle, feel, touch; reach with hands and arms; talkandhear. The employeeis regularly required tostand;walk;sit;climb or balance; and stoop, kneel, crouch, or crawl. The employeeis regularly required tolift upto 10 pounds. The employee isfrequentlyrequired tolift upto 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 CLEARANCEUSCitizenshipClearance requirement:Top Secret ClearanceOTHER DUTIESPlease 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,responsibilitiesand activities may change at any time with or without notice.EQUAL EMPLOYMENT OPPORTUNITYIn order toprovide 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, geneticinformationor 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.Job Locations US-VA-Arlington | US-National Capital RegionID 2026-8861Category Information TechnologyType Regular Full-Time

Created: 2026-03-04