Mantech

ManTech seeks a motivated, career and customer-oriented Desktop Support Services Help Desk Lead to join our team in Washington, DC.  This is a hybrid position with 4 days onsite and 1 day remote. 

The Desktop Support Services Help Desk Lead oversees the help desk operations and support under the task order, ensuring proper integration, efficient operations, coordination, maintained urgency, and execution of activities to support help desk operations and services to the DHS customers. This position will work closely with the customer stakeholders, project managers, and other team members to ensure efficient and effective support assisting to deconflict resource allocation issues providing efficient help desk support and services to the enterprise. Review and provide recommendations for processes continuous improvement.

Responsibilities include but are not limited to:

• Maintain high performance levels for service-related processes, and implementing improvement activities wherever necessary

• Provide guidance, leadership and oversight for services and support optimizing help desk activities to rapidly and effectively respond to and resolve critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders

• Identify, investigate, and analyze processes and activities, leading and mentoring team members to continuously improve help desk services and processes

• Work closely with other teams and stakeholders to maintain focus on key requirements and support to DHS customers

• Take accountability for help desk operations performance, meeting customer expectations, and driving future improvements focusing on critical issues and driving teams to meet or exceed requirements

• Maintain focus on metrics, review and track ticket processes working closely with functional leads ensuring effective tracking, actions, and efficient closure of tickets

Minimum Qualifications:

• Bachelor of Science (BS) degree.

• 10+ years of relevant experience in service desk or program management.

• 4+ years of hands-on leadership experience in service desk support and operations.

• One of the following certifications is required: ITIL Certification, Security+, PMP Certification

Preferred Qualifications:

• Help Desk Institute (HDI) certification

• Familiarity with Agile methodologies

• Experience with ServiceNow, JIRA, and MS Office suite (beyond Excel/PowerPoint)

• Prior or current experience working with or supporting the Department of Homeland Security (DHS)

Clearance Requirements:

• Active Secret with eligibility for Top Secret

• Must be able to pass DHS suitability

Physical Requirements:

• The person in this position must be able to remain in a stationary position 50% of the time. Occasionally move about inside the office to access file cabinets, office machinery, or to communicate with co-workers, management, and customers, via email, phone, and or virtual communication, which may involve delivering presentations

• Ability to travel to DHS locations within CONUS and OCONUS as required