Service Desk Team Lead - Military veterans preferred

2019-11-10
ManTech (www.mantech.com)
Other

/yr

  full-time   employee


Springfield
Virginia
22150
United States

Secure our Nation, Ignite your Future

Currently, ManTech is seeking a motivated, career and customer oriented Service Desk Team Lead to join our team in the Springfield, VA area to provide unparalleled support to our customers and to begin an exciting and rewarding career within ManTech.

You will be responsible for leading our technical support team to provide excellent customer service and resolve all technical issues.

As a Service Desk Team Lead, you should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.

Ultimately, you should be able to ensure high quality technical support and increase client satisfaction.

Responsibilities

Manages the Service Desk staff including oversight and approval of timecards, consultation on performance evaluations, promotions, hiring and disciplinary responsibilities

Assists with staff scheduling to ensure Service Desk coverage 24/7

Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department

Interfaces with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department.

Resolves problem situations in a professional manner.

Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service

Solves problems and makes decisions on a daily basis relative to Service Desk responsibilities.

Contribute to improving customer support by actively responding to queries and handling complaints

Participates in special projects as required.

Represents Manager in their absence or as directed.

Qualifications

· Associate’s degree or equivalent combination of education and experience is required

· Requires two or more years of related technical and managerial experience in an Enterprise environment

· Must have current Security + CE Certification

· Must have ITIL Foundations Certification or relevant knowledge of ITIL process and procedures

· Any equivalent combination of education, experience and training that provides the required knowledge, skills, and abilities

Security Clearance:

Must have a Active TS/SCI

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 machinery, etc.

Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer.

#LI-JB

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 http://www.mantech.com/careers/Pages/careers.aspx as a result of your disability. To request an accommodation please click careers@mantech.com and provide your name and contact information.