Mantech

ManTech seeks a motivated, customer-oriented Help Desk Supervisor to join our team in Altadena, California. This is a hybrid position.

Responsibilities include but are not limited to:

• Supervises a team of 20-25 service desk agents in a 24x7 IT environment and handles all day-to-day escalations from Service Desk agents, client stakeholders and client end users.
• Manages and updates all Program Deliverables associated with the Service Desk including, but not limited to, Monthly Status Reports, Performance Analytics, Service Level Agreement (SLA) metrics, Quarterly Management Presentations, etc.
• Trains all Service Desk staff, manages all staff administration, career goals, performance reviews.
• Works directly with customer stakeholders on issues, outages, etc., works cross-functionally with entire Program Team and manages and resolves all Unsatisfaction Survey responses by analyzing process/procedure gaps and updating resolution per continuous improvements.
• Utilizes Microsoft TEAMS to keep in touch and update Service Desk agents, along with key Program POCs
• Help design, document, and maintain ServiceNow processes.  Support the program Service Delivery managers to help improve procedure/process gaps and areas which require automation and innovation.
• Act as the key point of contact between client end users, service desk agents and the internal program team. Continuously look for ways to improve processes related to end user experience to increase efficiencies.

Minimum Qualifications:

• Experience with 24x7x365 staff scheduling. Able to prioritize and execute tasks in a high-pressure environment. Experience in a Service Desk Lead or Supervisor role, with a focus on exceeding customer expectations and end user experiences.  
• Experience with the following related tools:
  • ACD/IVR, contact center systems.
  • ServiceNow
  • M365 applications
  • Word, Excel, PowerPoint
• Knowledge of ServiceNow and ability to work incident and request tickets via SNOW.  
• Comfortable working under pressure. Does not require extensive follow-up from management on completion of tasks. Agile and meets quick turnaround demands and deadlines. Comfortable taking initiative with a good sense of when escalation/discussion is needed before acting. Acts with urgency to respond to customer-service impacting issues.
• Exceptional communication skills. Proactively communicates, not leaving stakeholders with uncertainty regarding status. Knows what type of communication is suited to different situations (i.e., phone call, meeting, e-mail, Teams chat, text message, etc.).
• Knowledge management experience - Ability to vet a process and create Standard Operating Procedures and Knowledge Base Articles. Experience and knowledge in generating process documentation. Knowledge of Major Incident Management escalation processes.
• At least 4 years of experience in Service Desk Agent Lead roles, at least 4 years of experience as a Service Desk supervisor managing a 24x7 ACD environment (IT environment preferred), and at least 6 years of customer support experience

Preferred Qualifications:

• Preferred bachelor’s degree in business, Information Technology, or related discipline Strong written and verbal communication skills.
• 4-6 years of experience as a Service Desk supervisor managing a 24x7 ACD environment – IT environment preferred.
• Experience with SharePoint, Microsoft, ServiceNow, etc.
• Excellent listening, presentation, and intrapersonal skills
• Experience in supporting Government agencies. 

Clearance Requirements: 

• Must be U.S. citizen and be able to obtain and maintain a Tier 2 Public Trust

Physical Requirements: 

• Be available to support customers in an ever changing, highly dynamic 24x7 Service Desk environment.
• Position is hybrid requiring both remote and on-site support.
• Able to work full time at a computer and attend video conference calls.