Client Service Manager

Responsibilities And Qualifications

The mission of FDIC's 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 six product suites across the ServiceNow platform. The use of cloud platforms like ServiceNow is a key component of the FDIC's ongoing IT Modernization Program, which emphasizes accelerated cloud adoption to support mission needs. The IT Modernization Program is intended to align the FDIC's IT program with key Federal priorities, including the Federal Cloud Smart Strategy.

Responsibilities

• Perform complex installations and configurations of desktops, laptops, mobile devices, and associated peripherals and related software.
• Lead teams in the performance of onsite updates, configuration changes, or software installations. Lead teams in the performance of bulk MACDs.
• Lead technical support and setup during special events such as conferences. Provide lead technical assistance to end users. Liaise with and support Customer VIPs.
• Resolve escalated service delivery issues, including communicating service delivery issues to the appropriate internal stakeholders, and support communications to the field force from the business liaisons regarding service delivery issues.
• Oversee five key areas: 1) Conventional Device Support, 2) Printer and MFD Device Support, 3) Mobile Device Management, 4) MACDs, and 5) Walk Up Kiosk Support.

Required Qualifications

• BS/BA in Computer Science, Information Technology, or an equivalent combination of education or experience.
• Five or more years of experience in service delivery and network hardware and software configuration troubleshooting.
• Experience with various desktop systems, operating systems, and diverse technical environments. Excellent customer service orientation and verbal communication skills. Experience supporting Windows operating systems, MAC operating systems, MS Office, VPN, local and network printing, and mobile device services such as ActiveSync. Ability to install software for and troubleshoot a wide range of applications. Experience in a financial services environment preferred. Analytical thinking and problem-solving ability.
• Proficiency in BigFix, Bomgar, SCCM for desktops, Exchange Online Protection, Office365 Advanced Threat Protection, Windows Defender, Windows BitLocker, IBM MaaS360.

Overview

We are seeking a Client Service Manager to join our team supporting the Federal Deposit Insurance Corporation (FDIC) in Arlington, VA. You will be acting as a lead technician in the performance of onsite support activities, where excellent customer service and professional expertise are required.

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.

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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.

• Arlington, VA
• Type of environment: Varies
• Noise level: Low
• 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

Citizenship: US Citizen

Clearance requirement: ability to receive a Public Trust clearance

Other Information

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.

TekSynap is a drug-free workplace. We reserve the right to conduct drug testing in accordance with federal, state, and local laws. All employees and candidates may be subject to drug screening if deemed necessary to ensure a safe and compliant working environment.

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, 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.