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OSC Training and Reporting Specialist - L3

ManTech | Colorado Springs CO 80997 USA | Full Time | Posted: 09/18/2020

Job Descriptiontop

Secure our Nation, Ignite your Future

Primary Location:  Colorado Springs, CO

Hours: 6:30 am – 3:30 pm Monday - Friday

Clearance: Active DoD Secret and ability to obtain DHS suitability

The OSC Training and Reporting Specialist provides tactical training support to a team who addresses, escalates and/or resolves the technical and IT support requirements or issues of the organization in a timely manner. This team is considered the backroom engine of the organization providing service desk, monitoring and data management support. Along with the OSC Service Delivery Manager and OSC Deputy Managers, the OSC Training and Reporting Specialist develops an effective and workable framework for improving customer IT support and optimizing resources. This position is also responsible for reporting functions, including established and ad hoc reports.  Experience and judgment is relied upon to plan and accomplish goals effectively. Tasks are performed with limited guidance and supervision.   This position reports to the OSC Service Delivery Manager.


  • Responsible for the creation, updating and distribution of routine and ad hoc reporting in support of the OSC mission and leadership requirements
  • Assist in developing and maintaining formal standard operating procedures and work instructions for consistency and increased productivity
  • Assist in implementing methodologies to improve first call resolutions, manage customer perceptions, and build strong internal relationships
  • Provide guidance and assistance to ensure the team meets all established Service Level Agreements (SLAs)
  • Assist in developing working instructions, templates and training aids to improve technical support issue response times and solution solving skills of the team
  • Maintain a high level of employee morale within the team
  • Assist in preparing the support team for new product/service releases through training modules and updated SOPs/work instructions
  • Maintain current knowledge of industry trends and potential impact on the support business
  • Assist in interviews for new professionals and provide feedback for promoting professionals
  • Motivates the team to adhere to IT best practices and deliver outstanding customer service and satisfaction
  • Assist in creating and maintaining a training program for increased business, customer service and technical knowledge
  • Participate in the organization’s continual service improvement process
  • Market the image of the OSC as a support group as a single point of contact for all groups with the expertise to resolve all Tier 1 level issues

Minimum Qualifications:

  • 3-5 years of related training managment experience
  • Experienced working in BMC Remedy with a focus on reporting
  • Experienced with Microsoft Office Suite, especially using MS Word, Excel, Outlook and PowerPoint
  • Excellent written and verbal communication
  • Experienced of working with a team (including remote staff) within a Helpdesk or Service Desk environment
  • Thorough knowledge of helpdesk operations including IT best practices, industry trends and customer service
  • Ability to work and complete tasks with minimal supervision
  • Ability to investigate and analyze information and to draw conclusions
  • Ability to plan, implement, test, and troubleshoot problems and issues
  • Ability to develop solutions for operational problems
  • Ability to communicate technical guidance and instruction to all stakeholders and staff members

Preferred Qualifications:

  • Solid experience in the use of Storyline 3 training software
  • Solid experience in process development, deployment and operations
  • ITIL Certification or Six Sigma Certification

Education/Certification Requirement:

Bachelor’s Degree in IT Management or equivalent education

Physical Requirements:  Must be able to type. Sedentary work.

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.

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Job Detailstop

Location Colorado Springs, CO, 80997, United States
Categories Computer Software
Sec Clearances Secret

Location Maptop

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Job Code R07598