Help Desk Manager

2 weeks ago

Washington, Washington, D.C., United States ManTech Full time

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 , 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 Help Desk Manager III to join our team in the DMV area. We have opportunities in the Washington, DC area as well as Northern Virginia and Maryland . If you are looking for an opportunity in any of those locations, we encourage you to apply.

*Responsibilities include but are not limited to: *

  • Directs the Help Desk Team to meet specific customer needs. Develop schedules for efficient staffing and keep workload and metric records of all activities in the help desk and present them to management for evaluation upon request
  • Create and manage work processes to boost productivity, enhance excellence in communication, and monitor the level of service delivery to determine areas of performance in need of attention
  • Administers effective frontline help desk assistance to customers whose inquiries are beyond the knowledge of the Help Desk Team members
  • Monitor problem management and tier escalation procedures to deliver efficient query and complaint handling
  • Leverage individual and team expertise for satisfactory explanations and resolution of customer questions and issues, driving resolution to the lowest tier possible
  • Organize and arrange training for program members on the latest best practices in handling help desk-related issues and foster good working relationships among the team
  • Monitor and maintain all help desk-related processes and knowledge bases and make recommendations where efficiencies can be gained through measured change

Basic Qualifications:

  • Bachelors degree in an IT related discipline
  • Five or more (5+) years of related experience
  • If a candidate does not have a degree at all, four (4) additional years of experience are required
  • If a candidate holds an Associates degree rather than a Bachelors degree, two (2) additional years of experience are required
  • Hold one of the following certifications within 6 months of commencing work on the Task Order:
  • CCNA-Security
  • CySA+ GICSP
  • GSEC
  • Security+ CE
  • CND
  • SSCP

Preferred Qualifications:

  • Relevant industry standard certifications such as Comptia A+, Comptia Network+ or Google IT Support Professional

*Clearance Requirements: *

  • This role requires an active TS/SCI clearance

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.

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 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 as a result of your disability. To request an accommodation please click and provide your name and contact information.


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