Mantech

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 Desk Manager – Tier 3 to join our team. This role will be based out of Washington, DC. As a manager of Tier 3 services will provide third level escalation support to Organize schedules, performance monitoring and issues resolution to perform the Desktop Engineering Support service from 7:00AM to 6:00PM, which include troubleshooting and resolving IT issues related to hardware and software, performing ticket documentation and quality assurance checks of assigned tickets.

Responsibilities include but are not limited to:

• Manage the Tier 3 Service Desk Team across all shifts assigned to the team.
• Oversee all aspects of the Tier 3 service desk requirements.
• Always ready to spin the team needed to provide after-hours support may be required when emergency issues occur. Initial contact to the on-call engineer must occur within 1 hour.
• Lead the team and provide SME level contribution to design and implement and manage Workstation Desktop OS images and deploy Group Policy Objects and STIGS using Microsoft management tools such as SCCM and SCOM.
• Extensive experience with ServiceNow, Jira and other ITSM ticketing system experience to work on the day-to-day tasks and assign the tasks to the team
• Capacity planning for the team and communicate all the surge support if asked to the upper management and customer to get it approved ahead of time.
• Lead the team who is responsible for patching and updating workstation OS from Microsoft, Adobe, and other applications.
• Liaison with customer and the team to remediate vulnerabilities as they are announced within 7 business days.
• Liaison and support, manage and troubleshoot printers and multi-function printers/devices (MFDs).
• Review and approve Tests and approve new hardware and software requests from end users and communicate with customer with continuous standard operational procedure updates regularly.
• Lead the team to provide support management and troubleshooting of Microsoft collaboration tools.
• Always available to the customer and to the end-user to troubleshoot hardware and software issues with desktop computers. Re-image computers for deployment and maintain inventory of JMD tablets, workstations, and printers.
• Serving as company or contract expert, responsible for providing telephone support to end-user community on complex hardware, software and network related problems, questions, and use.
• Conduct training, implement corrective actions, and provide guidance to Tier 3 team. 
• Responsible for the performance of a relatively significant program or multiple smaller programs in accordance with contract requirements and company policies, procedures, and guidelines.
• Meet or exceed customer Service Level Agreements (SLA).
• Oversees the technology development and/or application, marketing, and resource allocation within program client base.
• Program area typically represents more than three functional areas such as engineering, systems analysis, quality control and administration.
• Responsible for acquiring follow-on business associated with assigned programs and for supporting new business development by leading proposals.

Minimum Qualifications:

• A bachelor’s degree. In lieu of a degree, an additional (6) years of experience
• A minimum of (12) twelve years of related experience (technical environment)
• A minimum of 2 years of supervisory experience

Clearance Requirements:

• Must be a U.S. citizen
• Must be able to obtain a Public Trust

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.