Service Delivery Coordinator

Washington, District of Columbia
Sep 12, 2023
Oct 12, 2023
Full Time
Responsibilities & Qualifications

  • Assigns tasks/tickets to different level technicians from HP Service Manager, for Incidents and Change, Acquisition and Non-Acquisition tickets.
  • Makes assignments based on skill set matrix
  • Schedules all activities including IMACs (Installs, Moves, Adds, and Changes) and customer dispatch requests for break-fix issues
  • Performs quality assurance checks on Change, Incident, Acquisition, Non Acquisition for both DC and State tickets using HP Service Manager.
  • Serves as central point for technicians to report all ticket status updates
  • Analyzes and provides feedback to management to ensure that all Service Level Agreements (SLAs) are met on all assigned tickets.
  • Assigns certain duties to technical team and monitors technicians performance
  • Prioritizes ticket assignments
  • Updates HP Service Manager with complete, accurate and timely information
  • Completes all corporate requirements in accord with General Dynamics Information Technology corporate policy

  • Bachelor's degree; or 5+ years of related experience and/or training; or equivalent combination of education and experience
  • Provides a positive climate for motivation
  • Computer literacy and basic technical skills
  • Excellent customer service skills
  • Sound organizational skills and ability to multi-task under tight deadlines
  • Excellent verbal and written communication skills
  • The ability to work under pressure and make sound decisions.
  • Remote/Telework - must be located in the DMV area
  • Must be able to pass Public Trust background check.
  • Must be a U.S Citizen


We are seeking a Service Delivery Coordinator to join our team supporting the Senate ITSC in Washington, DC.

The Candidate will serve as a member of multi-leveled Service Desk support staff. The Service Desk provides friendly, expert support to a high profile customer. Candidate will be performing several duties in conjunction with 30-35 Support Specialists of all levels. These duties include but not limited to, performing ticket creation, ticket assignment, ticket review, and quality assurance checks on several Change and Incident queues. Manage a complex scheduling tool to assign technical team for all duties including IMACs (Install, Moves, Adds, and Changes) and break-fix issues while monitoring required Service Level Agreements (SLAs). Works as part of team to be sure tickets are being closed within SLA. Applicant selected must have the ability to obtain and maintain favorable background status.

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 contractually mandated Federal COVID-19 requirements. More information can be found here .

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Additional Job Information

  • 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


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, DC
  • Type of environment: Telework
  • 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%


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.


Must be a U.S. Citizen

Must be able to pass Public Trust background Check


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.


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.

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