SERVICE DESK MANAGER - TIER 2

ManTech

Full-time - Manager

Professional, Scientific, and Technical Services

About the position

The Service Desk Manager - Tier 2 at ManTech International is responsible for overseeing the Tier 2 Service Desk Team, providing second-level escalation support, and ensuring the effective delivery of Desktop Engineering Support services. This role involves managing schedules, monitoring performance, resolving IT issues, and maintaining high standards of customer service while working on innovative projects that contribute to national security.

Responsibilities

• Manage the Tier 2 Service Desk Team across all shifts assigned to the team.
• Oversee all aspects of the Tier 2 service desk requirements.
• Provide after-hours support when emergency issues occur; initial contact to the on-call engineer must occur within 1 hour.
• Lead the team and provide SME-level contribution to design, implement, and manage Workstation Desktop OS images and deploy Group Policy Objects and STIGS using Microsoft management tools such as SCCM and SCOM.
• Utilize extensive experience with ServiceNow, Jira, and other ITSM ticketing systems for day-to-day tasks and task assignments to the team.
• Conduct capacity planning for the team and communicate surge support needs to upper management and customers for approval.
• Lead the team responsible for patching and updating workstation OS from Microsoft, Adobe, and other applications.
• Liaison with customers and the team to remediate vulnerabilities within 7 business days.
• Manage and troubleshoot printers and multi-function devices (MFDs).
• Review and approve tests and new hardware/software requests from end users, communicating with customers on operational procedure updates.
• Provide support management and troubleshooting of Microsoft collaboration tools.
• Be available to customers and end-users for troubleshooting hardware and software issues with desktop computers.
• Re-image computers for deployment and maintain inventory of JMD tablets, workstations, and printers.
• Serve as the company or contract expert, providing telephone support to the end-user community on complex hardware, software, and network-related problems.
• Conduct training, implement corrective actions, and provide guidance to the Tier 2 team.
• Responsible for the performance of significant programs or multiple smaller programs in accordance with contract requirements and company policies.
• Meet or exceed customer Service Level Agreements (SLA).
• Oversee technology development and/or application, marketing, and resource allocation within the program client base.
• Responsible for acquiring follow-on business associated with assigned programs and supporting new business development by leading proposals.

Requirements

• A bachelor's degree, or an additional 6 years of experience in lieu of a degree.
• A minimum of 12 years of related experience in a technical environment.
• A minimum of 2 years of supervisory experience.