Mantech

ManTech seeks a motivated, career and customer-oriented Senior Service Desk Manager to join our team in the DC, Maryland, and Virginia (DMV) area.

This role is responsible for managing the entire service desk operation for network, cloud/platform/system/application, and cybersecurity M&A and event and incident management, including oversight of the contract Enterprise Watch staff. You will direct and supervise staff providing Tier 0 - 2 (and select Tier 3) operations support. Additionally in this role you will work closely with staff and customers to help resolve the most difficult and high visibility events.  You will also develop built-in escalation procedures to ensure that problems are resolved effectively to increase productivity and user satisfaction.

Responsibilities include, but are not limited to: 

• Maintain high performance levels for service desk operations, processes, and implementing improvement activities wherever necessary

• Take ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews; work closely with the Watch Officer, operations teams, and others to maintain focus on key requirements and service delivery opportunities and issues

• Accountable for service desk performance, meeting customer expectations, and driving continuous improvement

• Will analyze third-party as well as internal processes, and creating strategies for service desk innovation, automation, and optimization

• Review and track ticket processes and metrics working closely with functional leads ensuring tickets are closed properly and efficiently; develop, track, and monitor customer satisfaction surveys to support decision-making and continuously improve support, updating the customer satisfaction survey as needed and posting upon key stakeholders approval; develop and recommend dashboards to support visibility and management of activities and processes

• Track and ensure patching, software updates, anti-virus updates, are applied effectively and promptly

Minimum Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, Business Administration or a related field

• 8+ years of experience in service desk operation, leading IT support teams and delivering high-quality end-user support in enterprise or government environments.

• Experience with service desk ticketing tools, especially ServiceNow

• Proficiency in MS Office applications including SharePoint, PowerPoint, Excel, and Word

Preferred Qualifications:

• An ITIL4 certification

• A CMMC Professional or CMMC Assessor certification

• HDI certification

Clearance Requirements:

• Must have a current/active Secret clearance with the ability to obtain and maintain a TS/SCI.

• The ability to obtain and maintain a DHS EOD suitability is required prior to starting this position.

Physical Requirements:

• Must be able to remain in a stationary position 50%

• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer

• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.