Job Description

Responsibilities & Qualifications

RESPONSIBILITIES

• Technical Expertise: Possesses a solid understanding of IT systems, networks, and software, with familiarity in common help desk tools and ticketing systems.
• Leadership and Communication Skills: Demonstrates strong leadership abilities to manage a team of help desk technicians and effectively communicates with end-users, stakeholders, and IT staff.
• Customer Service Orientation: Prioritizes user satisfaction by resolving issues promptly and handling user inquiries, incidents, and service requests efficiently.
• Problem-Solving: Analyzes technical problems to provide timely solutions while escalating complex issues to higher support levels when necessary.
• Team Management: Supervises help desk staff, including hiring, training, and evaluating performance, while ensuring efficient workflows and adherence to SLAs.
• Process Improvement: Continuously refines help desk processes and implements best practices for incident management and resolution.
• Documentation and Reporting: Maintains accurate records of user interactions and resolutions, and prepares regular reports on help desk performance.
• Vendor Coordination: Collaborates with vendors and external partners for hardware or software support, managing these relationships effectively.
• Quality Assurance: Monitors the quality of help desk services and implements feedback mechanisms to enhance the user experience.
• Security Awareness: Understands and enforces security protocols, handling security incidents related to user accounts or systems.
• 24/7 Availability: Remains available for after-hours support or emergencies and coordinates shift schedules to ensure help desk coverage.

REQUIRED QUALIFICATIONS

• A Bachelor’s Degree in a relevant field (such as computer science, information technology, or business administration)
• 5 to 8 years’ experience in IT support or help desk roles, with at least 2-3 years in managing a team of help desk technicians, including hiring, training, and performance evaluations.
• Experience in managing IT service desks in government, public sector, or large-scale organizations preferred.
• Familiarity with ITIL frameworks and service management tools (ServiceNow, Jira, etc.).
• Excellent analytical, problem-solving, and decision-making skills.
• Proven ability to manage and lead cross-functional teams and projects.
• Strong communication and interpersonal skills, with the ability to effectively interact with internal and external stakeholders.
• Relevant certifications (e.g., ITIL, HDI, CompTIA A+, Certified Help Desk Manager (CHDM)

Overview

We are seeking an IT Help Desk Manager (HDMGR) to join our team for the United States Senate in Washington, DC.

This program provides comprehensive services for Local Area Networks (LANs) and Wide Area Networks (WANs), supporting roughly 12,000 users. The program covers the acquisition, delivery, configuration, integration, and upgrade of IT products, along with installation and on-site maintenance, including help desk services. Additional support includes hardware delivery, moves, upgrades in state offices, and technical assistance for systems, ensuring efficient, secure, and up-to-date IT infrastructure.

We are seeking a dedicated and experienced IT Help Desk Manager to lead and manage the Help Desk team in providing high-quality, timely, and secure IT support for the U.S. Senate. The successful candidate will ensure that end users receive the highest level of service, including efficient handling of IT incidents, service requests, and providing problem resolution. This role is crucial in maintaining the Senate’s technology infrastructure and ensuring seamless operations.

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.

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Additional Job Information

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: Washington D.C.
• Type of environment: Varies
• Noise level: (Low, Medium, High)
• 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: 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

Citizenship: US Citizen

Clearance requirement: Capitol Police Background Check

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 [email protected] for assistance.

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Job Tags

Holiday work, Full time, Contract work, Temporary work, Local area, Shift work, Weekend work, Day shift, Afternoon shift, Monday to Friday,

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