Description & Requirements
Become an integral part of a diverse team while working at an Industry Leading Organization, where our employees come first. At ManTech International Corporation, you’ll help protect our national security while working on innovative projects that offer opportunities for advancement.
Currently, ManTech is seeking a motivated, career and customer-oriented Senior Technical Support Manager to join our team in Chantilly, VA.
Responsibilities include but are not limited to:
Managing the lifecycle of all problems by detecting, logging, diagnosing, and resolving all problems.
Detecting and logging problems, communicating with stakeholders, notifying the Change Manager, conducting problem reviews and documents learned lessons, closing problems with briefs to stakeholders, then monitoring the issue(s) and following-up on known error resolution progress
Preventing reoccurrence of problems by owning the technical resolution and implementing the mitigation processes and procedures.
Performing trend analysis of important services or historical incidents.
Gathering data on incident trends, hardware and software failures, and resource utilization and capacity issues and analyzing these trends to identify potential problems and/or recurring incidents.
Identifying potential solutions, assessing the impact of each, and evaluating alternatives.
Putting strategies and processes in place to solve problems.
Coordinating all aspects of problem diagnosis and resolution.
Understanding the knowledge and skill sets throughout the IT organization to determine which subject matter experts are best suited to help solve each problem.
Maintaining an overview of the problem queue, updating status, and keeping stakeholders informed of progress.
Conducting AARs (After Action Reports) and RCA (Root Cause Analysis) with technical team members.
Facilitating data collection and analysis, looking for a long-term resolution.
Creating and managing a knowledge base with information about known errors and workarounds for the service desk and administration teams to use.
Basic Qualifications:
Bachelor’s degree and 7+ years of related experience
DoD 8570 IAT Level II Certification required
Organized and detail oriented
Strong communication, critical thinking, and problem-solving management skills
Experience using a Service Desk ticketing system, such as ServiceNow
Experience with Microsoft Office
Preferred Qualifications:
Experience with Microsoft Windows Servers; Microsoft Windows 10.
Experience with Microsoft Exchange, Active Directory, and workstation and server hardware.
Experience with DNS, Group Policy, and PKI; vSphere, Horizon View, data backup, and antivirus software.
Good working knowledge of applying security best practices from DISA and/or vendors.
ITIL Foundations certification
Security Clearance Requirements:
US Citizenship required and active TS clearance adjudicated within the last 6 years
Candidate must be open to random poly.
Physical Requirements:
Must be able to remain in a stationary position 50%.
The person in this position needs to occasionally move about inside the office to access file cabinets, office equipment, etc.
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.