ManTech
MANTECH
seeks a motivated, career and customer-oriented
Desktop Support Services End User Manager
to join our team in
Washington, DC.
This is a hybrid position with 4 days onsite and 1 day remote
The
Desktop Support Services End User Manager
oversees the execution of related and overlapping activities under the task order, ensuring proper integration, coordination, sequencing, and execution of activities to support end user requests and incidents. This position will work closely with the customer stakeholders, project managers, and other team members to ensure efficient and effective support assisting to deconflict resource allocation issues. Review and provide recommendations for processes continuous improvement.
Responsibilities include but are not limited to:
Maintain high performance levels for service-related processes, and implementing improvement activities wherever necessary
Take ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
Lead and mentor team members to continuously improve processes and track outcomes of the value stream
Work closely with operations teams and others to maintain focus on key requirements and service delivery opportunities and issues
Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
Review and track ticket processes and metrics working closely with functional leads ensuring tickets are closed properly and efficiently
Minimum Qualifications:
Bachelor of Science (BS) degree.
10+ years of relevant experience in service desk or program management.
4+ years of leadership experience in service desk support and operations.
One of the following certifications is required: ITIL Certification, Security+, PMP Certification
Preferred Qualifications:
Help Desk Institute (HDI) certification
Familiarity with Agile methodologies
Experience with ServiceNow, JIRA, and MS Office suite (beyond Excel/PowerPoint)
Prior or current experience working with or supporting the Department of Homeland Security (DHS)
Clearance Requirements:
Security Clearance Level: Active Secret with eligibility for Top Secret
Must be able to pass 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
Ability to travel to DHS locations within CONUS and OCONUS as required
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. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
If you are a qualified individual with a disability and require a reasonable accommodation to apply for a position with ManTech through its online applicant system, please email us at careers@mantech.com and provide your name and contact information.
seeks a motivated, career and customer-oriented
Desktop Support Services End User Manager
to join our team in
Washington, DC.
This is a hybrid position with 4 days onsite and 1 day remote
The
Desktop Support Services End User Manager
oversees the execution of related and overlapping activities under the task order, ensuring proper integration, coordination, sequencing, and execution of activities to support end user requests and incidents. This position will work closely with the customer stakeholders, project managers, and other team members to ensure efficient and effective support assisting to deconflict resource allocation issues. Review and provide recommendations for processes continuous improvement.
Responsibilities include but are not limited to:
Maintain high performance levels for service-related processes, and implementing improvement activities wherever necessary
Take ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
Lead and mentor team members to continuously improve processes and track outcomes of the value stream
Work closely with operations teams and others to maintain focus on key requirements and service delivery opportunities and issues
Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
Review and track ticket processes and metrics working closely with functional leads ensuring tickets are closed properly and efficiently
Minimum Qualifications:
Bachelor of Science (BS) degree.
10+ years of relevant experience in service desk or program management.
4+ years of leadership experience in service desk support and operations.
One of the following certifications is required: ITIL Certification, Security+, PMP Certification
Preferred Qualifications:
Help Desk Institute (HDI) certification
Familiarity with Agile methodologies
Experience with ServiceNow, JIRA, and MS Office suite (beyond Excel/PowerPoint)
Prior or current experience working with or supporting the Department of Homeland Security (DHS)
Clearance Requirements:
Security Clearance Level: Active Secret with eligibility for Top Secret
Must be able to pass 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
Ability to travel to DHS locations within CONUS and OCONUS as required
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. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
If you are a qualified individual with a disability and require a reasonable accommodation to apply for a position with ManTech through its online applicant system, please email us at careers@mantech.com and provide your name and contact information.