Program Manager - TekSynap

RESPONSIBILITIES

• Develop and deliver weekly status reports and monthly In-Progress Reviews (IPRs).
• Prepare and maintain a repository of Standard Operating Procedures (SOPs), Work Instructions (WIs), and program documentation.
• Lead the development and implementation of service desk strategy, quality assurance (QA) programs, and continuous improvement initiatives.
• Provide oversight for service desk operations, ensuring 24x7x365 coverage for critical and high-priority incidents.
• Coordinate incident management, service requests, and problem resolution with internal and external support teams.
• Monitor service desk metrics, including average speed to answer (ASA), ticket resolution time, first call resolution (FCR), and call abandonment rates.
• Implement and maintain knowledge management systems, ensuring up-to-date documentation and user resources.
• Oversee the Tier I Call Center, Tier II Deskside and Remote Support, and other optional task areas to ensure compliance with performance standards.
• Deliver data visualization and analytics reports to J6 leadership, highlighting performance trends and actionable insights.
• Conduct wellness visits for VIP support and ensure readiness for special events or high-profile missions.
• Submit reports such as Problem Impact Reports, Interaction and Ticket Trend Reports, and Equipment on Hand Reports as required by the contract.
• Manage security compliance, including remediation of vulnerabilities and spillage incidents.
• Coordinate with cybersecurity teams to address technical security safeguards and ensure system integrity.
• Maintain visibility and accountability for all government-furnished equipment (GFE) and IT assets.
• Provide direction and guidance to a multidisciplinary team, including service desk personnel, engineers, and analysts.
• Facilitate staff training and ensure proficiency in service desk tools and processes.
• Coordinate cross-functional activities to ensure seamless service delivery.

REQUIRED QUALIFICATIONS

• Experience:
• Ten (10) years’ experience as a program manager
• Demonstrate ability for oral and written communication, preferred this ability with the highest levels of management.
• Knowledge of industry accepted standards and best practices related to Information Management operations, and with ITSM best practices.
• Certifications:
• PMI Project Management Professional (PMP)
• Education:
• Bachelors in an IT-related field
• Clearance:
• Must possess a TS clearance with /SCI eligibility.

We are seeking a Program 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.

Visit us at www.TekSynap.com. 

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.

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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: Fort Detrick, MD, the Pentagon, Hampton Roads, VA, and the Mark Center in Alexandria, VA.
• Type of environment: On site in one of these locations with the potential for remote or hybrid work schedules
• 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

TS clearance with /SCI eligibility

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 hr@teksynap.com for assistance.