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Responsibilities & Qualifications:
**RESPONSIBILITIES**
- Develop and manage detailed project plans, timelines, and deliverables for service desk operations and IT support functions.
- Coordinate cross-functional teams to implement service improvements and ensure adherence to SLAs.
- Manage scope, risk, and performance metrics, proactively mitigating issues to ensure project success.
- Oversee the performance of the call center team, ensuring consistent, high-quality customer service and effective resolution of incidents.
- Establish escalation procedures for critical incidents, ensuring timely resolution and mínimal user disruption.
- Foster a collaborative team environment, promoting continuous improvement and professional development.
- Direct desk-side support activities, including troubleshooting, hardware/software deployment, and user training.
- Ensure timely resolution of user issues by coordinating with technical support teams and leveraging tracking tools to monitor progress.
- Implement best practices for asset management and service desk documentation.
- Oversee the implementation of Continuity of Operations (COOP) plans to ensure mission-critical IT services remain operational during disruptions.
- Develop and maintain disaster recovery protocols, conducting regular testing and updates.
- Coordinate COOP support activities across multiple locations, ensuring readiness and minimizing downtime.
**REQUIRED QUALIFICATIONS**
- Experience:
- Combination of six years of IT experience, including one year of experience in a management or technical leadership capacity and three years of experience in the functional area of the project.
- Certifications:
- CompTIA Security+
- Help Desk Institute (HDI) or A+ related certifications
- Education:
- Bachelor's degree in Business Management, Computer Science, Engineering, or a related functional area.
- Clearance:
- Must possess a Secret clearance
Overview:
We are seeking a Project Manager to join our team supporting DISA JSP Service Delivery.
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.
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.
Additional Job Information:
**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.
- Locations: National Capital Region
- Type of environment: Office
- Noise level: 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%
**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**
U.S. Citizen
Secret
**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 informatio
