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

Service Desk Modernization Architect (Hybrid 2 days/week)

Think of TEKsystems Global Services (TGS) as the growth solution for enterprises today. We unleash growth through technology, strategy, design, execution and operations with a customer-first mindset for bold business leaders. We deliver cloud, data and customer experience solutions. Our partnerships with leading cloud, design and business intelligence platforms fuel our expertise. We value deep relationships, dedication to serving others and inclusion. We drive positive outcomes for our people and our business, and we stay true to our commitments and act in harmony with our words. We exist to create significant opportunity for people to achieve fulfillment through career success.

Ready to join us? Here’s what the opportunity supported through our TGS Talent Acquisition Team requires:

The Practice Architect – Service Desk / Contact Center Operations

is a senior consulting and delivery leadership role accountable for shaping, designing, and improving managed service desk and contact center solutions for current and prospective customers. The role serves as a subject matter expert across Tier 1–Tier 2 support operations.

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.

This leader brings deep experience in managed services, service desk operations, contact center workflows, ITIL-based support, service level management, knowledge management, and performance reporting. The role also requires experience architecting AI-enabled and agentic service operations, the data foundation that enables automation, and experience-level agreement (XLA) and digital employee experience (DEX) measurement. The ideal candidate is comfortable engaging executives, translating business needs into delivery models, and leading complex operational transformation.

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.
• Create service design artifacts, including operating models, workflows, staffing assumptions, RACI/RASCI models, reporting structures, and transition plans.
• 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.

Delivery Assurance & Operational Leadership

• 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.
• Analyze service performance, SLA attainment, ticket quality, volume, backlog, escalations, utilization, and satisfaction data to identify improvement opportunities.
• Partner with delivery teams to address operational risks, performance gaps, process breakdowns, and customer escalations.
• Ensure engagements follow standards for service management, governance, documentation, reporting, and customer communication.

Workforce Planning & Performance Modeling

• 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.
• Recommend staffing strategies that balance customer experience, cost efficiency, utilization, and service performance.
• Model demand across calls, chat, email, incidents, requests, and other support channels.

Tools, Process & Reporting Enablement

• Guide platform strategy across ITSM, contact center, AI, knowledge management, DEX, AIOps, reporting, and workforce management tools.
• Define KPI and experience reporting for ASA, SLA attainment, abandon rate, backlog, FCR, MTTR, ticket aging, reopen rate, CSAT, NPS, utilization, productivity, deflection, self-service adoption, automation, autonomous resolution, XLAs, and DEX scores.
• Identify opportunities for automation, self-service, shift-left support, process standardization, and knowledge base expansion.
• Establish governance routines for operational reviews, service reviews, trend analysis, continuous improvement, and executive reporting.

Practice Development & Thought Leadership

• Advance practice offerings, solution frameworks, delivery methods, pricing assumptions, and reusable templates.
• Maintain market awareness across managed services, ITIL, contact center innovation, AI-enabled support, automation, and service desk transformation.
• Build reusable modernization assets, including assessments, roadmap templates, and agentic frameworks for MBR/QBR motions.
• Mentor delivery leaders, solution teams, service desk managers, and operational stakeholders on best practices.
• Support internal training, knowledge sharing, and repeatable solution asset development.

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.
• Ability to lead customer discovery and translate business needs into actionable solution designs.
• Executive communication skills with the ability to engage technical and non-technical audiences.
• Experience supporting proposals, SOWs, solution design, pricing assumptions, and transition planning.
• Strong analytical, problem-solving, facilitation, and documentation skills.
• Experience with workforce management, Erlang-based staffing, occupancy modeling, shrinkage planning, and service level forecasting.
• Experience with AI, automation, virtual agents, knowledge-centered service, or self-service enablement.

Core Competencies

• Customer Consultation: Builds trusted customer partnerships by aligning business outcomes, operational needs, and service expectations.
• Operational Architecture: Designs scalable, measurable service models that are practical to implement and sustain.
• Analytical Thinking: Applies data-driven insight to validate assumptions, identify trends, and drive improvement.
• Delivery Assurance: Ensures solutions are executable, governed, and aligned to contractual and customer commitments.
• Executive Communication: Translates complex operational and technical concepts into clear leadership-level messaging.
• Collaboration: Aligns sales, architecture, delivery, finance, recruiting, and practice teams around shared outcomes.
• Continuous Improvement: Drives measurable gains in efficiency, quality, automation, cost, and customer experience.
• Accountability: Owns outcomes, drives decisions, and follows through on commitments.

Location Requirement

This position is required to be in Baltimore, Maryland, and must report onsite to UMBC at minimum 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.

Experience Level

Job Type & Location

This is a Permanent position based out of Washington, D.C..