- Familiar with a variety of the field's concepts, practices, and procedures.
- Relies on extensive experience and judgment to plan and accomplish goals.
- May lead and direct the work of others. Provides daily supervision and direction to staff who are responsible for phone and in-person support to users of NMMES applications.
- These personnel serve as the first point of contact for troubleshooting Tier-2 and Tier-3 hardware and software problems.
- Manages the staff and operations of a technical help desk.
- Ensures team members are trained and coached on effective methods to research, troubleshoot, deliver solutions, and access the current product or technical updates.
- Implements and utilizes help desk systems and tools to identify, document, track and resolve reported problems.
- Identifies and gathers key metrics to analyze the help desk performance and identify problem areas.
- Develops and optimizes processes to achieve service level requirements and performance goals.
- May act as the escalation point and facilitator for severe, critical, or unique issues.
- Manages subordinate staff in the day-to-day performance of their jobs.
- Ensures that project/department milestones/goals are met and adhering to approved budgets.
- Extensive knowledge of the function and department processes.
- 5+ years of position-specific relevant experience
- 1+ years of managerial experience
- High School Diploma
- DoD M IAT Level II certification required
- Current Secret clearance
- 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.
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Help Desk Manager - Norfolk, United States - ManTech
Description
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 Help Desk Manager to join our team in Norfolk, VA .
Responsibilities include but are not limited to:
Minimum Qualifications:
Clearance Requirements:
Physical Requirements:
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 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 as a result of your disability. To request an accommodation please click and provide your name and contact information.
