Lead Service Desk Specialist - Tier 2

Washington, DC, United States

Secure our Nation, Ignite your Future

Become an integral part of a diverse team while working at an Industry Leading Organization, where our employees come first. At ManTech International, you’ll 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 Lead Service Desk Specialist – Tier 2 to join our team in Washington, DC. As a manager of Tier 2 services will provide second level escalation support to Organize schedules, performance monitoring and issues resolution to perform the Desktop Engineering Support service from 7:00AM to 6:00PM, which include troubleshooting and resolving IT issues related to hardware and software, performing ticket documentation and quality assurance checks of assigned tickets.

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Responsibilities include but are not limited to:

Oversee the performance of Tier 2 service desk operations.

Responsible for providing support to end-user community on difficult hardware, software and network related problems, questions, and use.

Provide training and guidance to junior service desk personnel.

Provides resolutions to out of the ordinary issues for users. If unable to diagnose problem, will work with Service Desk management or Tier 3 to diagnose and resolve problem.

Responds to tier two trouble tickets.

Ensures problem ownership and promotes end-user satisfaction.

Closes activities of tickets assigned.

Responsible for providing in-depth and high level, support to end-user community on hardware, software and network related problems, questions, and use.

Provides problem resolution to users. Confers with user to determine problem. Ensures problem ownership and promotes end-user satisfaction.

Troubleshoot and resolve incident tickets to include data storage, network connectivity, Active Directory accounts and security groups, and third-party software.

Update and manage assigned tickets to include daily work notes and customer updates throughout the ticket lifecycle.

Troubleshoot customer equipment to include VDIs, desktops, thin clients, printers, scanners, fax machines, and MFDs.

Manage customer equipment inventory for customer sites and third-party warehouses.

Provide in-person, “white glove” support to customer VIPs at RFK Main Justice Building in Washington, DC.

Provide content for and draft technical knowledge base articles.

Meet or exceed customer Service Level Agreements (SLA).

Basic Qualifications:

A bachelor’s degree. In lieu of a degree, an additional (6) years of experience

A minimum of seven (7) years of related experience in computer hardware, software, networking systems, and in the set-up, configuration, use, and troubleshooting of computer systems.

Demonstrated experience troubleshooting and resolving issues with data storage, network connectivity, Active Directory accounts and security groups, third-party software, VDIs, desktops, thin clients, printers, scanners, fax machines, and MFDs.

Demonstrated experience managing and updating customer tickets in a ticketing system.

Outstanding customer service skills and practices.

Experience contributing to a service desk technical knowledge base

Preferred Qualifications:

Proficient with ServiceNow

Clearance Requirements:

Must be a U.S. citizen

Must be able to obtain a Public Trust

Physical Requirements:

Must be able to be in a stationary position more than 50% of the time

Must be able to communicate, converse, and exchange information with peers and senior personnel

Constantly operates a computer and other office productivity machinery, such as a computer

The person in this position frequently communicates with co-workers, management, and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situations

The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.

The projected compensation range for this position is $92,400-$154,100. There are differentiating factors that can impact a final salary/hourly rate, including, but not limited to, Contract Wage Determination, relevant work experience, skills and competencies that align to the specified role, geographic location (For Remote Opportunities), education and certifications as well as Federal Government Contract Labor categories. In addition, ManTech invests in it’s employees beyond just compensation. ManTech’s benefits offerings include, dependent upon position, Health Insurance, Life Insurance, Paid Time Off, Holiday Pay, Short Term and Long Term Disability, Retirement and Savings, Learning and Development opportunities, wellness programs as well as other optional benefit elections.

For all positions requiring access to technology/software source code that is subject to export control laws, employment with the company is contingent on either verifying U.S.-person status or obtaining any necessary license. The applicant will be required to answer certain questions for export control purposes, and that information will be reviewed by compliance personnel to ensure compliance with federal law. ManTech may choose not to apply for a license for such individuals whose access to export-controlled technology or software source code may require authorization and may decline to proceed with an applicant on that basis alone.

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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