Hybrid Service Desk Modernization Architect

TEKsystems; Washington, Baltimore (District of Columbia, MD); Hybrid; USD 150,000 - 210,000; Full time

Job summary

TEKsystems Global Services is seeking a Service Desk Modernization Architect for a hybrid role in Washington, DC area. The leader will shape and improve managed service desk and contact center solutions, partnering with sales, delivery, and leadership to create scalable, customer-centered service models.

The ideal candidate brings senior delivery leadership experience, ITIL familiarity, and a track record of enabling AI-enabled service operations, with strong executive communication and change

Qualifications

• 7+ years of experience in managed services or service delivery leadership.
• Experience designing or managing support models in MSP/enterprise IT.
• Strong knowledge of Tier 1 service desk across phone, chat, email, and self-service.
• Proven ability to build staffing models and coverage plans.
• Experience with ITSM platforms (ServiceNow or equivalents).

Responsibilities

• Design end-to-end Tier 1 service desk and contact center solutions.
• Develop scalable support models across calls, chat, email, tickets, and self-service.
• Create service design artifacts: operating models, workflows, staffing assumptions, RACI/RASCI, reporting.
• Assess environments and recommend improvements across intake, triage, escalation, knowledge, and reporting.
• Ensure solutions are practical, measurable, and aligned to best practices.

Skills

Service desk operations

ITIL knowledge

Executive communication

Staffing models

Workflow design

MSP/outsourced delivery

AI-enabled support

Tools

ServiceNow

NICE CXone

Genesys

Five9

Amazon Connect

Job description

TEKsystems Global Services is seeking a Service Desk Modernization Architect for a hybrid role in Washington, DC area. The leader will shape and improve managed service desk and contact center solutions, partnering with sales, delivery, and leadership to create scalable, customer-centered service models.

The ideal candidate brings senior delivery leadership experience, ITIL familiarity, and a track record of enabling AI-enabled service operations, with strong executive communication and change