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Technical Support Team Leader
2 months ago
Become a vital member of a diverse team at an industry-leading organization where employees are prioritized.
Key Responsibilities:
- Possess a comprehensive understanding of various concepts, practices, and procedures within the field.
- Utilize extensive experience and judgment to strategize and achieve objectives.
- Oversee and guide the work of team members.
Provide daily leadership and direction to personnel responsible for both phone and in-person support for users of NMMES applications. These staff members act as the primary contact for troubleshooting Tier-2 and Tier-3 hardware and software issues.
Manage the staff and operations of a technical support center.
Ensure team members receive training and coaching on effective techniques for researching, troubleshooting, delivering solutions, and accessing current product or technical updates.
Gather and analyze key metrics to evaluate help desk performance and identify areas for improvement.
Develop and refine processes to meet service level requirements and performance objectives.
Act as the escalation point and facilitator for severe, critical, or unique issues.
Supervise subordinate staff in their daily job performance.
Ensure that project and departmental milestones and goals are achieved while adhering to approved budgets.
Possess extensive knowledge of departmental functions and processes.
Minimum Qualifications:
- 3+ years of relevant experience in a similar role
- 1+ year of managerial experience
- High School Diploma
- DoD M IAT Level II certification required
Clearance Requirements:
Current Secret clearance
Physical Requirements:
The individual in this role must be able to remain stationary for 50% of the time.
Occasionally move about the office to access file cabinets, office machinery, or communicate with colleagues and management, which may involve delivering presentations.
For positions requiring access to technology or software source code subject to export control laws, employment is contingent on verifying U.S.-person status or obtaining necessary licenses.
The applicant will be required to answer specific questions for export control purposes, and that information will be reviewed by compliance personnel to ensure adherence to federal law.
ManTech may choose not to apply for a license for 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, along with its subsidiaries, proactively fulfills its role as an equal opportunity employer.We do not discriminate against any employee or applicant for employment based on 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. ManTech is an affirmative action/equal opportunity employer - minorities, females, disabled and protected veterans are encouraged to apply.
ManTech's utilization of any external recruitment or job placement agency is contingent upon full compliance with our equal opportunity and affirmative action policies.
ManTech does not accept resumes from unsolicited recruiting firms and pays 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 our online application system as a result of your disability.
