The Sr. Manager, Service Desk Manager provides overall leadership and oversight for delivery of effective IT customer support services to approximately 10,000 global users.
The scope of responsibilities includes management of 24/7/365 IT Service Desk, including Customer Support Operations and Endpoint (desktop/tablet/smartphones) Infrastructure services, including oversight of related and on-call support and technology upgrade/refresh initiatives
Leads an enterprise IT Service Desk operation and continues to drive a customer- centric approach
Oversees all aspects of IT Customer Support Operations and Endpoint Infrastructure operations including plans, implementation, deployment, support and maintenance functions
Ensures timely, accurate, and complete assistance to customer employees and other end users in the areas of PC support, desktop applications, printers, and tablets according to set Service Level Agreements and IT procedures
Monitors IT Service Desk (application and desktop/tablet support) operations and escalations of service requests to various tier III support teams, application development, business units, and IT senior management when appropriate
Implements applicable industry best practice support model, such as the IT Infrastructure Library (ITIL) v3, ISO20K, etc to improve ITSM maturity level and move to a more customer-centric support focus for all IT services
Oversees desktop support problem resolutions to identify trends or problem support areas and ensures that support procedures are being followed
In consultation with IT senior management, establishes, communicates, and monitors IT support service level agreements (SLAs)
Establishes and manages procedures to ensure effective support coordination between IT Service Desk (tier 1), tier 2, and tier 3 resources
Tracks, measures and reports on key support performance metrics (SLAs) for the IT Service Desk
Performs trending and root cause analysis on reports and statistical data received from IT Service Desk to identify and develop strategies for addressing chronic issues
Develops, implements and manages IT asset management and configuration management processes and procedures for hardware and software
Ensures comprehensive management of technology assets, ensuring maximum value from expenditures, licensing compliance and refresh cycles
Develops and manages budgets associated with the IT Support Services Operations and Endpoint Infrastructure projects
Supervises employees including selecting or recommending selection, training, assigning and evaluating work, counseling, disciplining, and/or termination or recommending termination
Mandatory Skills Requirement:
Requires Bachelor's degree and 14-16 of related experience including at least 8-10 years of management experience
Requires experience at Department of State, preferably (but not required) in the Bureau of Consular Affairs
Experience managing service support for large enterprises of at least 10,000 end users preferred
Experience using BMC Remedy ITSM system required
Experience with Service Now preferred
Exceptional oral and written communication and negotiation skills as well as proposal writing skills and experience
Experience in transition and start-up of a large and geographically dispersed program
Has significant and demonstrated technical background in help desk/ service desk management
Experience with network operations (NOC) management preferred
PMP Certification preferred
ITIL intermediate certifications in service operations, service transition, etc. required
Qualifications Requires Bachelor's degree (in a technical discipline) or equivalent, and ten to twelve years of related experience and management experience. Additional Qualifications Desired:
Years of Experience 10-12 years w/Bachelors Degree
07-09 years w/Masters Degree
Position Type Full-Time Shift Day Overview For more than 40 years, ManTech employees have been solving complex problems for the national security community. We are comprised of approximately 10,000 talented employees 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. Half our employees have a military background, and more than 70 percent hold a government security clearance. As a leading provider of innovative technology services and solutions for the nation's defense, security, space, and intelligence communities; we hold nearly 1,000 active contracts with more than 40 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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