Service Delivery Lead

Responsibilities & Qualifications

RESPONSIBILITIES

• Establish, refine, and oversee IT service delivery to internal and external customers.
• Ensure that policies and processes are in place to deliver consistent, efficient, and effective services.
• Engage customers, evaluate their feedback, and develop quality improvement processes.
• Maintain positive relationships with customers.
• Identify customer needs and oversee service delivery within the business context.
• Lead the service delivery team, manage conflict, and ensure the team's processes and tasks are carried out efficiently.
• Manage finances and budgets.
• Determine ways to reduce costs without sacrificing customer satisfaction.
• Assess customer feedback and use creativity to establish, improve, and refine services.
• Remain organized and meet deadlines.
• Build partnerships and liaise with team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise.

REQUIRED QUALIFICATIONS

• A minimum of a TS/SCI with Polygraph.
• A minimum of a Bachelor's degree in business, engineering, computer science, or related technical field.
• A minimum of 10 years of experience directly related to IT.
• Experience in customer service, leadership, and logistics may be advantageous.
• Good computer skills and the ability to use business support software.
• Strong customer service, project management, and quality control skills.
• Good resource planning skills.
• Excellent leadership and customer service skills.
• Strong teamwork skills and attention to detail.

PREFERRED QUALIFICATIONS

• Experience managing technical/support teams in a related subject area.
• Experience utilizing IT service.
• Experience performing in medium to large scale operations of IT Service.
• Experience utilizing service delivery in government systems and services.
• Experience utilizing Agile development, DevOps, and knowledge.
• ITIL.

Overview

We are seeking a Service Delivery Lead to join our team supporting ODNI HALO.

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.

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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.

• Location: Bethesda, MD
• Type of environment: Office
• No 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: 30% within WMA.

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. Citizenship
• TS/SCI with Polygraph.

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.

WAGE INFORMATION

Target salary range: $95,000 - $130,000. The salary range displayed is an estimate and will be determined on several factors regarding the individual’s particular combination of education, knowledge, skills, competencies, and experience, as well as contract parameters and organizational requirements. The displayed salary is one component of the total compensation package for employees.

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 for assistance.