Lead Service Desk Specialist - Tier 1

$65,300 - $108,600/Yr

ManTech - Glen Burnie, MD

Full-time - Mid Level

Remote - Glen Burnie, MD

Professional, Scientific, and Technical Services

About the position

The Lead Service Desk Specialist - Tier 1 at ManTech International is responsible for overseeing a 24/7 Service Desk operation that supports a large U.S. Government program. This role involves leading a Tier 1 support team, serving as the primary point of contact for customer inquiries, and ensuring efficient ticket management and resolution for approximately 3,800 users. The specialist will analyze incidents, provide training, and maintain performance metrics to meet customer service level agreements (SLAs).

Responsibilities

• Overseeing the performance of the Tier 1 service desk operations
• Providing phone, email, chat, and Service-Desk support for end users that are in-office and off-site
• Directing and monitoring problem ticket trends daily
• Analyzing incidents and determining the level of support required
• Applying diagnostic techniques to identify problems, investigate causes, and recommend solutions
• Reporting performance metrics, as directed
• Conducting training, implementing corrective actions, and providing guidance to Tier 1 team
• Maintaining a database utilizing the ticketing system of all telephone calls and messages received requesting customer assistance
• Meeting or exceeding customer Service Level Agreements (SLA)
• Maintaining and monitoring all incident records within the ticketing system
• Providing feedback on issues for the team's knowledge database
• Documenting customer requests in call tracking system and recording the action(s) taken
• Updating customers via call or email or chat every 24 hours of progress and status of calls/tickets
• Interacting with customers and co-workers to diagnose and resolve problems
• Troubleshooting, analyzing, resolving, tracking, escalating and accurately documenting various technical problems
• Resolving incidents on first contact
• Resolving all customer calls/issues within 20 minutes timeframe or escalating the call or ticket to the appropriate queue/group for resolution
• Responding to and diagnosing problems through discussions with users
• Providing assistance and participating on new project(s) testing and deployment/delivery
• Following prescribed guidelines and official SOPs
• Documenting, updating, and closing tickets

Requirements

• A bachelor's degree or an additional 6 years of experience in lieu of a degree
• A minimum of 7 years of related experience in computer hardware, software, networking systems
• Demonstrated experience leading a team providing 24x7 Tier 1 support
• Experience providing telephone support to end-user community on complex hardware, software and network related problems
• Experience providing training and guidance to junior help desk personnel
• Proven experience providing first level problem resolution on the telephone
• Experience opening, tracking, and closing tickets
• Demonstrated experience tracking the activities of field engineers

Nice-to-haves

• Proficient with ServiceNow

Benefits

• Health Insurance
• Life Insurance
• Paid Time Off
• Holiday Pay
• Short Term and Long Term Disability
• Retirement and Savings
• Learning and Development opportunities
• Wellness programs