Mantech

MANTECH seeks a motivated, career and customer-oriented Senior Shift Lead to join our team in Guantanamo Bay, Cuba.
 

Responsibilities include but are not limited to:

• Responsible for the overall operation and sustainment of Enterprise Service Desk (ESD) activities within a rotating shift environment, ensuring consistent, high-quality end-user support.
• Provides supervision and leadership to ESD personnel, fostering a collaborative and high-performing team, including mentoring, coaching, performance evaluations, and identifying training needs.
• Performs in-depth problem analysis and troubleshooting, resolving complex technical issues escalated from Tier 1 support, and coordinating with vendors and third parties as needed.
• Monitors ESD operations for compliance with SOPs and adherence to Government-approved SLAs or delivery metrics.
• Analyzes ESD performance data, identifies trends and areas for improvement, and contributes to the ongoing optimization and continuous improvement of ESD operations.
• Participates in the implementation and ongoing improvement of the ESD, collaborating with other IT Teams and stakeholders, and provides direction and mentorship to subordinate staff.
   

Minimum Qualifications:

• HS diploma
• 7+ years of experience with 5+ years of position specific relevant experience
• A candidate holding a relevant bachelor’s degree may be granted 2 years’ experience credit for that extra education.
• Experience in IT service desk or a related field, with a proven track record of providing technical support and managing service desk operations. Deep understanding of IT service desk principles, processes, and best practices (e.g., ITIL-informed framework).
• Expertise in troubleshooting common IT issues related to hardware, software, networks, and applications. Proficiency in using service desk tools and technologies, such as ticketing systems, remote support tools, and knowledgebases.
• Familiarity with various operating systems, applications, and network infrastructure.
• Proven ability to lead and supervise a team of service desk technicians.
• Experience in managing service desk operations, including shift scheduling, performance monitoring, and reporting.
• Understanding of Service Level Agreements (SLA) and their importance in service delivery. Ability to monitor and ensure compliance with SLAs.
   

Desired Qualifications:

• Bachelor’s degree in information technology, computer science, or a related field. Expertise in a specific area of IT support (e.g., networking, security, cloud computing). Experience with service desk automation and scripting. Knowledge of IT security best practices and incident response procedures. ITIL Foundation certificate. Relevant IT certifications (e.g., ITIL Foundation, HDI Support Center Analyst, CompTIA A+).
• Experience at a DoD Combatant Command (e.g., SOUTHCOM, NORTHCOM, CENTCOM, CYBERCOM, INDOPACOM, EUCOM, AFRICOM, STRATCOM, TRANSCOM, SOCOM, SPACECOM) or a component is desired.
   

Clearance Requirements:

• Must have a current/active Secret clearance.
   

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 frequently communicates with co-workers, management and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situations.