ManTech International

Enterprise Service Desk Manager

ManTech International • $90K — $120K *
Coral Springs, FL 33065In-Person
Information Technology
5 - 7 years of experience
4 days ago
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Job Overview by Ladders

Qualifications

  • High school diploma required; bachelor's degree can substitute for two years of experience.
  • 7+ years of overall experience, with 5+ years in a relevant leadership role.
  • Strong knowledge of operating systems: Windows, macOS, Linux.
  • Proficient in troubleshooting hardware, software, and networking issues.
  • Familiarity with ITIL processes and best practices.
  • Experience with enterprise applications like Active Directory and Microsoft 365.

Responsibilities

  • Serve as the primary escalation point for complex incidents, providing mentorship and guidance.
  • Proactively identify and resolve systemic problems to minimize service disruptions.
  • Develop and maintain comprehensive knowledgebase articles and troubleshooting guides.
  • Manage projects aimed at improving processes in the Enterprise Service Desk.
  • Conduct trend analysis of support requests to propose strategic solutions.
  • Maintain strong relationships through exceptional communication and leadership skills.

Benefits

  • Opportunities for career advancement within a motivated team.
  • Access to specialized training and mentorship.
  • Engagement in innovative projects to improve service delivery.
  • Wide-ranging exposure to the latest technologies and industry best practices.
  • Supportive work environment that encourages professional development.
Full Job Description
Description & Requirements

MANTECH seeks a motivated, career and customer-oriented Enterprise Service Desk Manager to join our team in Doral, Florida.

Responsibilities include but are not limited to:
  • Serve as a primary escalation point, offering advanced mentorship, technical guidance, and leadership to mid and junior technicians in resolving complex incidents.
  • Possess extensive and specialized knowledge of enterprise systems and applications, often leading in a specific technical area, and proactively identify and resolve potential systemic problems to minimize disruptions.
  • Lead the development and maintenance of comprehensive knowledgebase articles, advanced troubleshooting guides, and specialized training materials.
  • Lead and manage small-to-medium-sized projects and initiatives focused on improving Enterprise Service Desk processes through efficiency and innovation.
  • Conduct in-depth trend analysis of support requests, identify recurring issues, and recommend strategic solutions to enhance service delivery, including developing and presenting detailed performance reports.
  • Demonstrate exceptional communication, interpersonal, and leadership skills to build strong relationships, and stay current with the latest technologies and industry best practices to recommend new tools and methodologies.


Minimum Qualifications:
  • HS diploma: a candidate holding a relevant bachelor's degree may be granted 2 years' experience credit for education.
  • 7+ years of experience with 5+ years of position-specific relevant experience.
  • Deep understanding of operating systems (e.g., Windows, macOS, Linux).
  • Expertise in troubleshooting hardware, software, and network problems and proficiency in using remote support tools and ticketing systems.
  • Knowledge of ITIL-informed processes and best practices.
  • Experience with enterprise applications and systems (e.g., Active Directory, Microsoft 365, cloud services).


Desired Qualifications:
  • Bachelor's degree in information technology, computer science, or a related field.
  • Knowledge of ITSM tools such as ServiceNow and Jira.
  • Experience with scripting or automation tools.
  • ITIL Foundation certificate, Cisco Certified Network Associate (CCNA), Microsoft certifications, and relevant IT certifications (e.g., CompTIA A+, Network+, Security+, ITIL Foundation).
  • Experience at a DoD Combatant Command (e.g., SOUTHCOM, NORTHCOM, CENTCOM, CYBERCOM, INDOPACOM, EUCOM, AFRICOM, STRATCOM, TRANSCOM, SOCOM, SPACECOM) or a component.


Clearance Requirements:
  • Must have an active Secret Clearance
  • Must be eligible to obtain Top Secret clearance with SCI eligibility


Physical Requirements:
  • Must be able to remain in a stationary position 50%.
  • Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer.
  • 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.


About ManTech International

ManTech International Corporation is an American defense contracting firm that was founded in 1968. The company provides cybersecurity, intelligence, and defense solutions to the United States Government. ManTech has over 9,000 employees and operates in 40 countries worldwide. The company's services include software development, systems engineering, and enterprise IT solutions. ManTech has been awarded numerous contracts by the U.S. Department of Defense and other government agencies.
Learn more about ManTech International
Size
9,800 employees
Market Cap
$3.7 billion
Industry
Information Technology
Net Income
$120.5 million
Founded
1968
5 Year Trend
+9.8%
Revenue
$2.5 billion
NASDAQ
MANT
* Ladders Estimates

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