Become an integral part of a diverse team that leads the world in the Mission, Cyber, and Intelligence Solutions group. At ManTech International Corporation, you ll help protect our national security while working on innovative projects that offer opportunities for advancement.
Currently, ManTech is seeking a motivated, career and customer oriented individual to join our Help Desk team in the Springfield, VA area to provide unparalleled support to our customer and to begin an exciting and rewarding career within ManTech.
You will be responsible for leading our technical support team to provide excellent customer service and resolve all technical issues.
As a Service Desk Lead, you should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.
Ultimately, you should be able to ensure high quality technical support and increase client satisfaction.
Manages the Service Desk staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities
Performs staff scheduling to ensure Service Desk coverage during operating hours 0500ET- 1900ET
Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department
Ensures that decisions made to improve the overall customer support of the Service Desk are continually carried through
Interfaces with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department.
Resolves problem situations in a professional manner.
Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service
Solves problems and makes decisions on a daily basis relative to Service Desk responsibilities.
Ensures that effective Service Desk representation takes place for the coordination of work processes and projects with other departments and divisions
Contribute to improving customer support by actively responding to queries and handling complaints
Follow up with customers to identify areas of improvement
Participates in special projects as required.
Represent Manager in their absence or as directed.
Associate's degree or equivalent combination of education and experience is required
Requires two or more years of related technical and managerial experience in a Enterprise environment
Must have current A+ CE or Security + CE Certification
Must have ITIL Foundations Certification or relevant knowledge of ITIL process and procedures
Any equivalent combination of education, experience and training that provides the required knowledge, skills, and abilities
An Active TS/SCI clearance is required
Qualifications Requires Bachelors Degree (in Computer Science or related field) or equivalent, and two to four years of related experience in computer hardware, software, networking systems, and in the set-up, configuration, use, and trouble shooting of computer systems. Degrees See Qualifications Years of Experience See Qualifications Position Type Full-Time Shift Day Overview ManTech International Corporation is comprised of approximately 7,300 talented employees who use advanced technology to help government and industry meet some of their greatest challenges around the world. We adhere to the simple, no-nonsense values on which ManTech was founded more than four decades ago, aligning squarely with the mission objectives of our customers. As our customer base continues to expand and diversify, we continue to diversify our workforce and solutions. Nearly half our employees have a military background, and approximately 70 percent hold a government security clearance. As a leading provider of innovative technology services and solutions for the nation's defense, security, health, space, and intelligence communities; we hold nearly 1,100 active contracts with more than 50 different government agencies.
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ManTech International Corporation, as well as its subsidiaries proactively fulfills its role as an equal opportunity employer. We do not discriminate against any employee or applicant for employment because of 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 Waretime 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 at (703) 218-6000. ManTech is an affirmative action/equal opportunity employer - minorities, females, disabled and protected veterans are urged to apply. ManTech's utilization of any external recruitment or job placement agency is predicated upon its full compliance with our equal opportunity/affirmative action policies. ManTech does not accept resumes from unsolicited recruiting firms. We pay no fees for unsolicited services.
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