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General information

Requisition #
R55770
Locations
USA-VA-Chantilly
Posting Date
10/17/2024
Security Clearance Required
Top Secret
Remote Type
Hybrid
Time Type
Full time

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, 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 Service Center Manager to join our team in the Chantilly, VA area.

You will be responsible for the overall management and operation of the Service Center, ensuring efficient and timely support to end-users across the enterprise. This role emphasizes total ticket ownership, triage, troubleshooting, inventory accuracy, and ITSM support. It requires a strong technical background, coupled with exceptional leadership and customer service skills.

Responsibilities:

  • Oversee the daily operations of the Service Center, including incident management, service request fulfillment, and problem resolution
  • Manage and develop Service Desk personnel, providing training, coaching, and performance feedback
  • Establish and maintain Service Level Agreements (SLAs) and key performance indicators (KPIs) to measure service delivery performance
  • Implement and manage a robust knowledge base and standard operating procedures (SOPs) to support efficient problem resolution
  • Collaborate with other IT teams to ensure seamless service delivery and incident resolution
  • Analyze service metrics to identify trends and opportunities for improvement
  • Drive continuous improvement initiatives to enhance service delivery and customer satisfaction

Qualifications:

  • A Master Level ITIL v4 Certification
  • A bachelor's degree
  • A minimum of (7) seven years of experience managing a 24x7x365 Service Desk for a geographically dispersed user base
  • Demonstrated experience managing and leading customer support/service desk staff
  • Strong understanding of IT infrastructure hardware and software platforms
  • Excellent customer service and interpersonal skills
  • Strong analytical and problem-solving skills
  • Ability to lead and motivate a team

Preferred Qualifications:

  • A Project Management Professional (PMP) certification
  • Experience improving customer support processes and reducing costs
  • Experience managing contracts with SLAs and performance metrics
  • Experience implementing service desk tools and automation technologies

Clearance Requirements:

  • Must be a U.S. citizen
  • Must hold a Top-Secret clearance

Physical Requirements:

  • Must be able to be in a stationary position more than 50% of the time 
  • Must be able to communicate, converse, and exchange information with peers and senior personnel 
  • Constantly operates a computer and other office productivity machinery, such as a computer 
  • 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 
  • The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.

For all positions requiring access to technology/software source code that is subject to export control laws, employment with the company is contingent on either verifying U.S.-person status or obtaining any necessary license. The applicant will be required to answer certain questions for export control purposes, and that information will be reviewed by compliance personnel to ensure compliance with federal law. ManTech may choose not to apply for a license for such individuals whose access to export-controlled technology or software source code may require authorization and may decline to proceed with an applicant on that basis alone.

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 because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, status as a Disabled Veteran, Recently Separated Veteran, Active Duty Wartime or Campaign Badge Veteran, Armed Forces Services Medal, or any other characteristic protected by law.

If you require a reasonable accommodation to apply for a position with ManTech through its online applicant system, please contact ManTech's Corporate EEO Department at (703) 218-6000. ManTech is an affirmative action/equal opportunity employer - minorities, females, disabled and protected veterans are urged to apply. ManTech's utilization of any external recruitment or job placement agency is predicated upon its full compliance with our equal opportunity/affirmative action policies. ManTech does not accept resumes from unsolicited recruiting firms. We pay no fees for unsolicited services.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access https://mantech.avature.net/en_US/careers as a result of your disability. To request an accommodation please click careers@mantech.com and provide your name and contact information.