ManTech
Join to apply for the
Help Desk Manager
role at
MANTECH Join to apply for the
Help Desk Manager
role at
MANTECH ManTech
seeks a motivated, career and customer-oriented
Help Desk Manager
to join our team in the
National Capital Region (NCR).
This is a hybrid position.
As a Help Desk Manager, this individual will lead the team providing essential technical assistance to government users, ensuring efficient resolution of IT issues. Their leadership will be key to maintaining high service levels and enhancing the productivity of federal personnel. Manages and supervises the overall functioning of the help desk operations. Direct and supervise staff providing call center support, service desk support, and switchboard operations support.
Responsibilities Include But Are Not Limited To
Oversee the daily operations of the help desk team, ensuring efficient and effective delivery of desktop support services to government users in a multi-server environment. Manage help desk personnel, including hiring, training, performance evaluation, and scheduling. Develop and implement help desk policies, procedures, and service level agreements (SLAs) applying comprehensive knowledge of PC operating systems, knowledge of networking and electronic mail. Monitor help desk performance metrics and drive initiatives for continuous service improvement and customer satisfaction. Act as an escalation point for complex technical issues and ensure adherence to government security and compliance requirements. Works closely with the end-users to help resolve the most difficult trouble calls. Travels to a particular client site to help solve problems.
Minimum Qualifications
Bachelor's degree in a related field. 7+ years of related experience. Proven experience managing a help desk or service desk team within a government contract environment. Strong understanding of IT Service Management (ITSM) frameworks, particularly ITIL. Experience with various ticketing systems and remote support tools. Excellent leadership, communication, and interpersonal skills.
Preferred Qualifications
ITIL Foundation certification.
Clearance Requirements
Must possess active Secret Clearance Must be able to obtain a DHS Suitability
Physical Requirements
The person in this position must be able to remain in a stationary position 50% of the time. Occasionally move about inside the office to access file cabinets, office machinery, or to communicate with co-workers, management, and customers, via email, phone, and or virtual communication, which may involve delivering presentations. Seniority level
Seniority level
Mid-Senior level Employment type
Employment type
Full-time Job function
Job function
Information Technology Industries
Software Development Referrals increase your chances of interviewing at MANTECH by 2x Get notified about new Help Desk Manager jobs in
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Help Desk Manager
role at
MANTECH Join to apply for the
Help Desk Manager
role at
MANTECH ManTech
seeks a motivated, career and customer-oriented
Help Desk Manager
to join our team in the
National Capital Region (NCR).
This is a hybrid position.
As a Help Desk Manager, this individual will lead the team providing essential technical assistance to government users, ensuring efficient resolution of IT issues. Their leadership will be key to maintaining high service levels and enhancing the productivity of federal personnel. Manages and supervises the overall functioning of the help desk operations. Direct and supervise staff providing call center support, service desk support, and switchboard operations support.
Responsibilities Include But Are Not Limited To
Oversee the daily operations of the help desk team, ensuring efficient and effective delivery of desktop support services to government users in a multi-server environment. Manage help desk personnel, including hiring, training, performance evaluation, and scheduling. Develop and implement help desk policies, procedures, and service level agreements (SLAs) applying comprehensive knowledge of PC operating systems, knowledge of networking and electronic mail. Monitor help desk performance metrics and drive initiatives for continuous service improvement and customer satisfaction. Act as an escalation point for complex technical issues and ensure adherence to government security and compliance requirements. Works closely with the end-users to help resolve the most difficult trouble calls. Travels to a particular client site to help solve problems.
Minimum Qualifications
Bachelor's degree in a related field. 7+ years of related experience. Proven experience managing a help desk or service desk team within a government contract environment. Strong understanding of IT Service Management (ITSM) frameworks, particularly ITIL. Experience with various ticketing systems and remote support tools. Excellent leadership, communication, and interpersonal skills.
Preferred Qualifications
ITIL Foundation certification.
Clearance Requirements
Must possess active Secret Clearance Must be able to obtain a DHS Suitability
Physical Requirements
The person in this position must be able to remain in a stationary position 50% of the time. Occasionally move about inside the office to access file cabinets, office machinery, or to communicate with co-workers, management, and customers, via email, phone, and or virtual communication, which may involve delivering presentations. Seniority level
Seniority level
Mid-Senior level Employment type
Employment type
Full-time Job function
Job function
Information Technology Industries
Software Development Referrals increase your chances of interviewing at MANTECH by 2x Get notified about new Help Desk Manager jobs in
Washington, DC . Arlington, VA $95,000.00-$105,000.00 4 months ago Adelphi, MD $120,001.00-$160,000.00 5 days ago District of Columbia, United States 6 months ago Adelphi, MD $37,000.00-$62,000.00 1 week ago Tier II Helpdesk Lead Central Area Business (CAB) Manager for Tech Control
Remote IT Support - $70-$90k (Internal, Security)
Washington, DC $70,000.00-$90,000.00 2 weeks ago Washington, DC $126,100.00-$227,950.00 3 weeks ago IT Help Desk Manager (Public Trust Required, Fully On-Site)
Chantilly, VA $70,800.00-$148,600.00 1 month ago Adelphi, MD $37,000.00-$62,000.00 1 week ago Virginia, United States $120,579.00-$156,755.00 1 day ago Were unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr