Service Desk Manager - Military veterans preferred

2021-05-26
ManTech (www.mantech.com)
Other

/yr

  full-time   employee


Falls Church
Virginia
22043
United States

Secure our Nation, Ignite your Future

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, mission oriented Service Desk Manager in the Falls Church, VA area, with strong customer relationships to manage the Service Desk for the Executive Office for Immigration Review (EOIR). The individual will manage a diverse team of Service Desk technicians providing phone, email and desk side support for the agency. Additionally, the manager will be responsible for reporting to senior leadership on issues impacting operations as well as making recommendations to improve the end user experience.

Responsibilities include, but are not limited to:

  • Proven ability in working independently with minimal oversight

  • Proven experience in recommending solutions that improve customer satisfaction and\or the mission of the customer

  • Experience in working in an operational environment (preferably for a DOJ agency)

  • Position will require the individual to be accountable for the technical activities for the group in addition to the personnel responsible for supporting the activities

  • Understanding of account management to include best practice, processes, and procedures specifically in a Windows environment

  • Candidate will be responsible for suggesting/implementing process improvement initiatives to aid in the growth and performance of the Service Desk

  • Understanding of incident response protocols for both technical and non-technical events

  • Proven experience in managing a diverse team of individuals as the positions has 3 direct reports who oversees manages a team of 25 individuals providing day-to-day Service Desk and back office support from 6:00 AM – 8:00 PM EST?.

Basic Qualifications:

  • Bachelor's degree or equivalent 8 to 10 years of experience in a field directly related to information technology.

  • Minimum of 2 years’ experience in a lead or management role.

  • Proven experience providing IT support for users via phone and\or in person.

  • Proven experience supporting Microsoft Office products as well as peripheral devices (i.e. printers).

  • Candidate must have strong work ethic and self-motivated.

  • Proven experience in creating and analyzing reporting data to allow the customer to make informed decisions based on quantifiable data.

  • Experience writing Standard Operating procedures for key areas of the service Desk

  • Excellent written and verbal communication skills as the candidate will need to engage with other contractors, vendors and the customer on a daily basis

Preferred Qualifications

  • ITIL Foundations v3/v4

  • Experience with Microsoft Power BI and\or ServiceNow

Clearance Requirements: Ability to obtain a DOJ Public Trust (Must obtain clearance prior to setting start date).

Physical Requirements:

  • Sedentary work that primarily involves frequently communicates with co-workers, staffs, management and customers which may involve delivering presentations. Must be able to exchange accurate information in these situations.

  • Remaining in a stationary position, often standing or sitting for prolonged periods.

  • ?Moving about to accomplish tasks or moving from one work site to another.

  • Working with computers.

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 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.