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Senior Technical Support Manager

2 months ago

Chantilly, Virginia, United States ManTech Full time

Secure Our Nation, Ignite Your Future

At ManTech International Corporation, we're seeking a highly motivated and customer-oriented Senior Technical Support Manager to join our team. As a key member of our organization, you'll play a critical role in protecting our national security while working on innovative projects that offer opportunities for advancement.

Key Responsibilities:

  • Manage the lifecycle of all problems by detecting, logging, diagnosing, and resolving all problems.

  • Detect and log problems, communicate with stakeholders, notify the Change Manager, conduct problem reviews and document learned lessons, close problems with briefs to stakeholders, and monitor the issue(s) and follow-up on known error resolution progress.

  • Prevent reoccurrence of problems by owning the technical resolution and implementing 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.