Responsibilities &

Qualifications Overview TekSynap is seeking a Service Level Manager (SLM) to support our client in Arlington, VA. The SLM will be responsible for managing and reporting on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) across multiple IT service towers. This role requires a proactive leader with strong analytical, communication, and ITIL-aligned service management

skills.

Responsibilities Monitor SLA compliance and ensure adherence to contractual performance metrics. Develop and maintain dashboards to track critical SLAs and KPIs; ServiceNow

experience is a plus. Generate monthly, quarterly, and annual SLA performance reports. Coordinate with team leads across service towers to ensure high-quality service delivery. Conduct trend analysis and identify areas for improvement. Develop and implement Service Improvement Plans (SIPs) for failing SLAs. Present exemption requests to the client when SLA failures occur due to extenuating circumstances. Support strategic planning and continuous improvement initiatives. Maintain documentation and auditable reporting processes for SLA management. Required

Qualifications 2 years of

experience managing SLAs for IT Operations. 3 years of

experience in leadership roles for Service Desk, Data Center, or Network teams. ServiceNow ITSM/ITOM

experience. ITIL v4 Foundation Certification (or ability to obtain within 90 days of hire). Strong analytical and reporting

skills;

experience with dashboards and KPI tracking. Excellent communication

skills for client and stakeholder engagement. U.S. Citizenship required. Ability to obtain and maintain a Public Trust

clearance.

Preferred

Qualifications

Experience supporting federal clients. Proven ability to lead cross-functional teams in a high-demand environment. Overview We are seeking a Service Level Manager to join our team supporting the FDIC IT Support Services in Arlington, VA. 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. By applying to a role at TekSynap you are providing consent to receive text messages regarding your interview and employment status. If at any time you would like to opt out of text messaging, respond "STOP". As part of the application process, you agree that TekSynap Corporation may retain and use your name, e-mail, and contact information for purposes related to employment consideration. 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: Arlington, VA Type of environment: Hybrid Noise level: N/A 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 Must be able to successfully obtain Public Trust 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, 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.