Practice Architect

TEK Systems; Catonsville (MD); Hybrid; USD 128,000 - 192,000; Full time

Benefits offered by this job

Medical, Dental, and Vision

401(k) Retirement Plan

Life Insurance

Job summary

TEKsystems in Catonsville, MD is seeking a Practice Architect to design end-to-end Tier 1 service desk and contact center solutions. The role partners with sales, solution architecture, delivery leadership, engagement management, and practice leadership to build scalable, customer-centered service models and ensure solutions are financially viable and operationally sound.

This hybrid position requires two onsite days weekly with the Baltimore delivery team and three remote days.

Qualifications

• 7+ years of experience in managed services, service desk operations, contact center operations, IT service management, or service delivery leadership.
• Deep understanding of Tier 1 service desk models across phone, chat, email, ticketing, escalation, knowledge management, and self-service.
• Experience designing or managing support models in MSP, enterprise IT, or outsourced delivery environments.
• Demonstrated ability to build staffing models, coverage plans, service level assumptions, and performance models.
• Experience with ITSM platforms, preferably ServiceNow or comparable tools.
• Experience with contact center platforms such as NICE CXone, Genesys, Five9, Amazon Connect, or comparable technologies.
• Strong command of service level management, SLA design, KPI reporting, ticket lifecycle management, incident/request processes, and operational governance.

Responsibilities

• Design end-to-end Tier 1 service desk and contact center solutions that align customer needs, contract commitments, service levels, staffing models, technology platforms, and operating processes.
• Develop scalable support models across calls, chat, email, tickets, self-service, automation, and escalation management.
• Assess customer environments and recommend improvements across intake, triage, escalation, knowledge management, communication, and reporting.
• Ensure solutions are practical, measurable, repeatable, and aligned to managed services best practices.
• Provide delivery assurance by validating that service desk solutions can be implemented, governed, and operated effectively.
• Support transition planning, knowledge transfer, go-live readiness, stabilization, and continuous improvement.
• Build and validate staffing models using volume, handle time, service targets, shrinkage, occupancy, coverage, and channel mix.
• Advise on shift design, coverage models, after-hours support, peak planning, cross-training, and queue management.

Skills

Managed services

Service desk

Staffing models

SLA design

KPI reporting

ITSM

Pre/post-sales

Education

Experience in MSP or enterprise IT environments

Tools

ServiceNow

NICE CXone

Genesys

Five9

Amazon Connect

Job description

We are looking to hire a Practice Architect to work 2 days onsite in Catonsville and 3 days remote. The Practice Architect partners with sales, solution architecture, delivery leadership, engagement management, and practice leadership to build scalable, measurable, customer-centered service models. The role supports pre-sales and post-sales efforts by defining solution strategy, validating staffing models, improving service offerings, and ensuring solutions are operationally sound, financially viable, and aligned to customer outcomes.

Key Responsibilities

• Design end-to-end Tier 1 service desk and contact center solutions that align customer needs, contract commitments, service levels, staffing models, technology platforms, and operating processes.
• Develop scalable support models across calls, chat, email, tickets, self-service, automation, and escalation management.
• Assess customer environments and recommend improvements across intake, triage, escalation, knowledge management, communication, and reporting.
• Ensure solutions are practical, measurable, repeatable, and aligned to managed services best practices.
• Provide delivery assurance by validating that service desk solutions can be implemented, governed, and operated effectively.
• Support transition planning, knowledge transfer, go-live readiness, stabilization, and continuous improvement.
• Build and validate staffing models using volume, handle time, service targets, shrinkage, occupancy, coverage, and channel mix.
• Advise on shift design, coverage models, after-hours support, peak planning, cross-training, and queue management.

Required Qualifications

• 7+ years of experience in managed services, service desk operations, contact center operations, IT service management, or service delivery leadership.
• Deep understanding of Tier 1 service desk models across phone, chat, email, ticketing, escalation, knowledge management, and self-service.
• Experience designing or managing support models in MSP, enterprise IT, or outsourced delivery environments.
• Demonstrated ability to build staffing models, coverage plans, service level assumptions, and performance models.
• Experience with ITSM platforms, preferably ServiceNow or comparable tools.
• Experience with contact center platforms such as NICE CXone, Genesys, Five9, Amazon Connect, or comparable technologies.
• Strong command of service level management, SLA design, KPI reporting, ticket lifecycle management, incident/request processes, and operational governance.

Location Requirement

This position is required to be in Baltimore, Maryland and must report onsite two days a week. Regular onsite engagement with the Baltimore delivery team is a mandatory requirement of the role and is necessary to maintain operational visibility, drive timely issue resolution, strengthen client alignment, and ensure solution decisions are informed by real-time delivery needs.

Job Type & Location

This is a Permanent position based out of Catonsville, MD.

Pay and Benefits

The pay range for this position is $128000.00 - $192000.00/yr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

We reserve the right to pay above or below the posted wage based on factors unrelated to sex, race, or any other protected classification.Additional earnings may be available through incentive programs like annual bonuses, profit sharing, etc.Our full-time, internal employment benefits include the following:

• Medical, Dental, and Vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life and AD&D for employee and dependents)
• Short and Long-Term Disability
• Health Spending Account (HSA)
• Transportation Benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a hybrid position in Catonsville,MD.

Application Deadline

This position is anticipated to close on Sep 25, 2026.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance:

Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector:

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI):

We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team.