Help Desk Manager II

2018-06-13
ManTech (www.mantech.com)
Other

/yr

  full-time   employee   contract


Hanover
Maryland
United States

Become an integral part of a diverse team that leads the world in Mission, Cyber, and Intelligence Solutions. At ManTech International Corporation, you will help protect our national security while working on innovative projects that offer opportunities for advancement.

Position Description
As part of a 24x7 Service Desk, performing the activities associated with the management of ticket queues to include prioritization of work and assignment to technical resources for resolution of end user concerns while ensuring service levels and objectives are met.

Responsibilities include:
1.Monitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
2.Monitoring queues to ensure SLAs are maintained.
3.Assigning the tickets which are out of scope to Service Desk/Other Teams
4.Ensuring associated tickets are related to the parent ticket and proper follow-up is performed once incident is resolved
5.Ensuring proper assignment of tickets as well as facilitation of resource allocation based on work load
6.Coordinating tickets that cross organizational boundaries to ensure customer satisfaction
7.Preparing daily reports on Incidents/Change/Problem tickets and SLA status
8.Preparing summary report on all Major incidents occurring on shift
9.Coordinating resources with teams across disciplines to ensure SLA targets are met
10. Coordinating resolution for high priority tickets

Required
Candidate must have a TS/SCI polygraph clearance Advertisement

 

Save This Job

Email This Job to a Friend