Customer Technical Support Help Desk Lead - Military veterans preferred

2022-04-27
ManTech (www.mantech.com)
Other

/yr

  full-time   employee


Chantilly
Virginia
20151
United States

Where applicable, confirmation that you meet customer requirements for facility access which may include proof of vaccination and/or attestation and testing, unless an accommodation has been approved.

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.

ManTech is seeking a motivated, mission- oriented Customer Technical Support Help Desk Lead in the Chantilly, VA area to provide unparalleled support to our customer. Positions within this large intelligence community program will cover the full life-cycle of development, enhancements and maintenance of a suite of critical customer applications and infrastructure across the development, test/staging, and production environments.  Program offers many opportunities for career growth and variety from technical experiences to team lead and management opportunities.

Responsibilities include, but are not limited to:

  • Provides technical support and customer service to the organization's users of computer applications and hardware (e.g., PCs, servers, mainframes)

  • Answers questions regarding system procedures, online transactions, systems status and downtime procedures and is typically located within a call center

  • Collaborates with network services, software systems engineering and/or application development in order to restore service and/or identify problems

  • Maintains a troubleshooting tracking log ensuring timely resolution of problems-Requires specialized depth and/or breadth of expertise

  • Interprets internal or external business issues and recommends best practices

  • Solves complex problems; takes a broad perspective to identify innovative solutions

  • Works independently, with guidance in only the most complex situations

  • May lead functional teams or projects

  • Requires depth and/or breadth of expertise in own specialized area and general knowledge of related areas

  • Interprets internal/external business challenges and recommends best practices to improve products, processes, or services

  • May lead teams or projects with moderate resource requirements, risk, and/or complexity

  • Leads others to solve complex problems; uses analytical thinking, tools, and judgement to identify innovative solutions

  • Impacts the achievement of customer, operational, project or service objectives; work is guided by department objectives

  • Communicates complex concepts; anticipates potential objections and influences others to adopt a different point of view

Basic Qualifications:

  • Experience leading Help desk team, ServiceNow and/or Jira,
  • Troubleshooting skills,
  • Experience with Linux, Windows operating systems,
  • Experience with AWS (C2S),
  • Experience with Oracle, SQL Server, Cognos, Tomcat, Apache Http Server, and Momentum
  • Security Plus certification or equivalent

Minimum Education Required:

  • Bachelor's Degree; OR Associate's Degree and 2 years' Experience is acceptable in lieu of Bachelor's degree; OR High School and 4 years' experience is acceptable in lieu of Bachelor's degree.
  • 7 years' experience desired / 4 years' experience credit allowed for PhD degree / 2 years' experience credit allowed for Master's degree

Preferred Qualifications:

  • ITIL Foundations

Security Clearance Requirements:

  • Current TS/SCI clearance with Polygraph

Physical Requirements:

  • Must be able to remain in a stationary position 50%.
  • Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer.
  • 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.

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.