ManTech-posted 5 months ago
Full-time
Hybrid • Herndon, VA
Professional, Scientific, and Technical Services

Transform the future of federal services with MANTECH! Join a vibrant, energetic team committed to enhancing national security and public services through innovative tech. Since 1968, we've partnered with Federal Civilian sectors to deliver impactful solutions. Engage in exciting projects in Digital Transformation, Cybersecurity, IT, Data Analytics and more. Ignite your career and drive change. Your journey starts now—innovate and excel with MANTECH! MANTECH seeks a motivated, career and customer-oriented Desktop Support Services Operations Manager to join our team in Washington, DC. This is a hybrid position with 4 days onsite and 1 day remote. The Desktop Support Services Operations Manager oversees the holistic execution of related and overlapping activities under the task order, ensuring proper integration, efficient operations, coordination, maintained urgency, and execution of activities to support desktop support services to the DHS customers. This position will work closely with the customer stakeholders, project managers, and other team members to ensure efficient and effective support assisting to deconflict resource allocation issues providing efficient desktop and infrastructure support and services to the enterprise. Review and provide recommendations for processes continuous improvement.

  • Maintain high performance levels for service-related processes, and implementing improvement activities wherever necessary
  • Provide guidance, leadership and oversight for services and support optimizing activities to rapidly and effectively respond to and resolve critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders to identify opportunities for improvement
  • Identify, investigate, and analyze processes and activities, leading and mentoring team members to continuously improve processes and track progress on strategies and meeting goals
  • Work closely across operations teams and others to maintain focus on key requirements and support and service delivery opportunities and issues
  • Take accountability for service delivery performance, meeting customer expectations, and driving future demand focusing on critical issues and driving teams to meet or exceed requirements
  • Maintain focus on metrics, review and track ticket processes working closely with functional leads ensuring effective tracking, actions, and accurate closure of tickets
  • Bachelor of Arts (BA) or Bachelor of Science (BS) degree.
  • 10+ years of relevant experience in service desk or program management.
  • 4+ years of hands-on leadership experience in service desk support and operations.
  • One of the following certifications is required: ITIL Certification, Security+, PMP Certification
  • Help Desk Institute (HDI) certification
  • Familiarity with Agile methodologies
  • Experience with ServiceNow, JIRA, and MS Office suite (beyond Excel/PowerPoint)
  • Prior or current experience working with or supporting the Department of Homeland Security (DHS)
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