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Lead Technical Support Strategist

2 months ago

Chantilly, Virginia, United States ManTech Full time

Protect Our Nation, Fuel Your Future

Become a vital member of a diverse workforce while contributing to an Industry Leading Organization that prioritizes its employees. At ManTech International Corporation, you will play a key role in safeguarding our national security through innovative initiatives that provide pathways for professional growth.

Key Responsibilities:

  • Overseeing the entire lifecycle of problem management by identifying, documenting, diagnosing, and resolving issues.
  • Logging and communicating problems effectively with stakeholders, alerting the Change Manager, conducting thorough problem reviews, documenting lessons learned, and ensuring closure with updates to stakeholders while monitoring ongoing issues.
  • Preventing recurrence of issues by owning the technical solutions and implementing effective mitigation strategies and procedures.
  • Conducting trend analysis on critical services or historical incidents.
  • Collecting data on incident patterns, hardware and software failures, and resource utilization to analyze trends for potential problems or recurring incidents.
  • Identifying viable solutions, assessing their impacts, and evaluating alternatives.
  • Establishing strategies and processes to resolve issues efficiently.
  • Coordinating all facets of problem diagnosis and resolution.
  • Understanding the knowledge and expertise within the IT organization to identify the most suitable subject matter experts for each problem.
  • Maintaining an overview of the problem queue, updating statuses, and keeping stakeholders informed of progress.
  • Conducting After Action Reports (AARs) and Root Cause Analysis (RCA) with technical team members.
  • Facilitating data collection and analysis to seek long-term resolutions.
  • Creating and managing a knowledge base with information about known errors and workarounds for service desk and administrative teams.

Basic Qualifications:

  • Bachelor's degree with 7+ years of relevant experience.
  • DoD 8570 IAT Level II Certification is mandatory.
  • Highly organized and detail-oriented.
  • Excellent communication, critical thinking, and problem-solving skills.
  • Proficient in using a Service Desk ticketing system, such as ServiceNow.
  • Familiarity with Microsoft Office applications.

Preferred Qualifications:

  • Experience with Microsoft Windows Servers and Windows 10.
  • Knowledge of Microsoft Exchange, Active Directory, and both workstation and server hardware.
  • Familiarity with DNS, Group Policy, PKI, vSphere, Horizon View, data backup, and antivirus solutions.
  • Good understanding of security best practices from DISA and/or vendors.
  • ITIL Foundations certification is advantageous.

Security Clearance Requirements:

  • U.S. Citizenship is required along with an active TS clearance adjudicated within the last 6 years.
  • Candidates must be open to random polygraph examinations.

Physical Requirements:

  • Ability to remain stationary for 50% of the time.
  • Occasional movement within the office to access files and equipment.
  • Frequent communication with colleagues, management, and clients, which may involve delivering presentations.
  • Must be able to convey accurate information in these situations.

For positions requiring access to technology/software source code subject to export control laws, employment is contingent on verifying U.S.-person status or obtaining necessary licenses. Applicants will be required to answer specific questions for export control purposes, which will be reviewed for compliance with federal law. ManTech may choose not to apply for a license for individuals whose access to export-controlled technology may require authorization.

ManTech International Corporation and its subsidiaries actively fulfill their role as equal opportunity employers. We do not discriminate against any employee or applicant based on race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, veteran status, or any other characteristic protected by law.

If you require a reasonable accommodation to apply for a position with ManTech, please contact our Corporate EEO Department.