Senior Technical Support Manager

3 weeks ago

Chantilly, Virginia, United States ManTech Full time

Secure Our Nation, Ignite Your Future

At ManTech International Corporation, we're seeking a highly skilled Senior Technical Support Manager to join our team in Chantilly, VA. As a key member of our IT support team, you'll play a critical role in ensuring the smooth operation of our systems and services.

Key Responsibilities:

  • Manage the lifecycle of all problems, from detection and logging to resolution and closure.
  • Communicate effectively with stakeholders, including Change Managers, and document lessons learned.
  • Prevent problem recurrence by implementing mitigation processes and procedures.
  • Analyze incident trends, hardware and software failures, and resource utilization to identify potential issues.
  • Develop and implement strategies to solve complex problems.
  • Coordinate problem diagnosis and resolution efforts with technical teams.
  • Maintain an overview of the problem queue and keep stakeholders informed of progress.
  • Conduct After Action Reviews (AARs) and Root Cause Analysis (RCA) with technical team members.

Requirements:

  • Bachelor's degree and 7+ years of related experience.
  • DoD 8570 IAT Level II Certification required.
  • Strong communication, critical thinking, and problem-solving skills.
  • Experience with Service Desk ticketing systems, such as ServiceNow.
  • Proficiency in Microsoft Office.

Preferred Qualifications:

  • Experience with Microsoft Windows Servers, Microsoft Windows 10, and related technologies.
  • ITIL Foundations certification.

Security Clearance Requirements:

  • US Citizenship required and active TS clearance adjudicated within the last 6 years.
  • Candidate must be open to random polygraph testing.

Physical Requirements:

  • Ability to remain in a stationary position 50% of the time.
  • Occasional movement within the office to access files, equipment, and other resources.
  • Frequent communication with colleagues, management, and customers, requiring accurate information exchange.

ManTech International Corporation is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to providing a work environment that is free from discrimination and harassment. If you require a reasonable accommodation to apply for a position with ManTech, please contact our Corporate EEO Department.

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