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General information

Requisition #
R58733
Locations
USA-CA-Altadena
Posting Date
02/27/2025
Security Clearance Required
Public Trust/Suitability
Remote Type
Hybrid
Time Type
Full time

Description & Requirements

Transform the future of federal services with ManTech! Join a vibrant, energetic team committed to enhancing national security and public services through innovative tech. Since 1968, we’ve partnered with Federal Civilian sectors to deliver impactful solutions. Engage in exciting projects in Digital Transformation, Cybersecurity, IT, Data Analytics and more. Ignite your career and drive change. Your journey starts now—innovate and excel with 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.

The projected compensation range for this position is $85,300.00-$143,000.00. There are differentiating factors that can impact a final salary/hourly rate, including, but not limited to, Contract Wage Determination, relevant work experience, skills and competencies that align to the specified role, geographic location (For Remote Opportunities), education and certifications as well as Federal Government Contract Labor categories.  In addition, ManTech invests in it’s employees beyond just compensation.  ManTech’s benefits offerings include, dependent upon position, Health Insurance, Life Insurance, Paid Time Off, Holiday Pay, Short Term and Long Term Disability, Retirement and Savings, Learning and Development opportunities, wellness programs as well as other optional benefit elections.

ManTech International Corporation, as well as its subsidiaries proactively fulfills its role as an equal opportunity employer. We do not discriminate against any employee or applicant for employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

If you are a qualified individual with a disability and require a reasonable accommodation to apply for a position with ManTech through its online applicant system, please email us at careers@mantech.com and provide your name and contact information.