Senior Technical Support Manager

5 days ago

Chantilly, Virginia, United States ManTech Full time
Job Title: Senior Technical Support Manager

ManTech International Corporation is seeking a highly skilled and experienced Senior Technical Support Manager to join our team. As a Senior Technical Support Manager, you will be responsible for managing the lifecycle of all problems, detecting, logging, diagnosing, and resolving all problems. You will also be responsible for preventing reoccurrence of problems by owning the technical resolution and implementing the mitigation processes and procedures.

Responsibilities:
  • Manage the lifecycle of all problems, including detecting, logging, diagnosing, and resolving all problems.
  • Prevent reoccurrence of problems by owning the technical resolution and implementing the mitigation processes and procedures.
  • Perform trend analysis of important services or historical incidents.
  • Gather data on incident trends, hardware and software failures, and resource utilization and capacity issues and analyze these trends to identify potential problems and/or recurring incidents.
  • Identify potential solutions, assess the impact of each, and evaluate alternatives.
  • Put strategies and processes in place to solve problems.
  • Coordinate all aspects of problem diagnosis and resolution.
  • Understand the knowledge and skill sets throughout the IT organization to determine which subject matter experts are best suited to help solve each problem.
  • Maintain an overview of the problem queue, update status, and keep stakeholders informed of progress.
  • Conduct AARs (After Action Reports) and RCA (Root Cause Analysis) with technical team members.
  • Facilitate data collection and analysis, looking for a long-term resolution.
  • Create and manage a knowledge base with information about known errors and workarounds for the service desk and administration teams to use.
Requirements:
  • Bachelor's degree and 7+ years of related experience.
  • DoD 8570 IAT Level II Certification required.
  • Organized and detail-oriented.
  • Strong communication, critical thinking, and problem-solving management skills.
  • Experience using a Service Desk ticketing system, such as ServiceNow.
  • Experience with Microsoft Office.
Preferred Qualifications:
  • Experience with Microsoft Windows Servers; Microsoft Windows 10.
  • Experience with Microsoft Exchange, Active Directory, and workstation and server hardware.
  • Experience with DNS, Group Policy, and PKI; vSphere, Horizon View, data backup, and antivirus software.
  • Good working knowledge of applying security best practices from DISA and/or vendors.
  • 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 poly.
Physical Requirements:
  • Must be able to remain in a stationary position 50%.
  • The person in this position needs to occasionally move about inside the office to access file cabinets, office equipment, etc.
  • 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.

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