Service Desk Team Lead

Responsibilities & Qualifications RESPONSIBILITIES + Own overall responsibility for ITSMS process handling on the Service Desk; + Manage all Service Desk supervisors; + Coordinate Service Desk staff training sessions; + Liaise with the FDIC Service Delivery Designee; + Manage the development and issuance of Service Desk operational reports; + Represent the Service Desk team in a customer-facing role; + Liaise with the Contractor designated Change lead; + Act as the lead owner for implementing and progressing Continuous Service Improvement (CSI) and managing CSI activities to ensure appropriate Service improvement results; + Perform call monitoring of live and/or recorded Service Desk agent calls for quality assurance purposes; + Serve as a further escalation point for Service Desk supervisors; + Attend Change Advisory Board meetings as described in Attachment J6D (Meetings); and + Participate in Problem Management activities REQUIRED QUALIFICATIONS + Bacheloru2019s degree or equivalent experience, advanced degree preferred. + Ten plus years of experience in Service Desk Services, including at least 3 years in an IT outsourcing environment to manage Contractor Personnel performance of the Service Desk Services + Excellent communication and teamwork skills. Overview We are seeking Service Desk Team Leadto join our team supporting the Federal Deposit Insurance Corporation (FDIC) in Arlington, VA. You will oversee a team of service desk agents and service desk supervisors. You will be a member of technical team where excellent customer service and professional expertise are required. The mission of FDICu2019s Chief Information Officer Organization (CIOO) is to provide scalable,efficient technology that enables continuous access to data securely. In support of this mission,FDIC established ServiceNow as an enterprise platform in 2016 and has since implemented sixproduct suites across the ServiceNow platform.The use of cloud platforms like ServiceNow is a key component of the FDICu2019s ongoing ITModernization Program, which emphasizes accelerated cloud adoption to support mission needs.The IT Modernization Program is intended to align the FDICu2019s IT program with key Federalpriorities, including the Federal Cloud Smart Strategy. 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. u201cTechnology moving at the speed of thoughtu201d embodies these principles u2013 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

Created: 2025-12-05