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Help Desk/Support Specialist

ManTech | Springfield VA 22161 USA | Full Time | Posted: 09/13/2019

Job Descriptiontop

Secure our Nation, Ignite your Future

POS 86

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 will 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.

Job Description:

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.

Responsibilities:

- 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

- 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.

Position Requirements:

- 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

Security Requirements:

An Active TS/SCI clearance is required

Work Shift:

Flex/Rotating

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 Wartime 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.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access http://www.mantech.com/careers/Pages/careers.aspx as a result of your disability. To request an accommodation please click careers@mantech.com and provide your name and contact information.

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Location Springfield, VA, 22161, United States
Categories Computer Software

Location Maptop

Contact Informationtop

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Job Code R03298