ManTech International

IT Service Desk Queue Manager

ManTech International • $75K — $95K *
Coral Springs, FL 33065In-Person
Information Technology
Less than 5 years of experience
4 days ago
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • BA/BS in Computer Science, IT, Business Administration, or related field, or equivalent experience.
  • 4+ years in IT Operations or IT Service Management (ITSM).
  • 2+ years in service delivery operations focusing on ITSM incidents.
  • Familiarity with ITSM tools like Remedy or ServiceNow; adept in documentation and reporting.
  • Knowledge of networks and cloud operations, with ITIL Foundation certification.

Responsibilities

  • Prioritize and manage ITSM incidents across multiple processes.
  • Ensure efficient routing of ITSM tickets and conduct incident analysis.
  • Provide communication regarding requirements for ITSM environments.
  • Monitor and analyze incidents based on complexity and availability.
  • Deliver consistent service for incident resolution needs.
  • Research and report on incidents and alerts effectively.
  • Mentor subordinate staff and collaborate with various stakeholders.

Benefits

  • Opportunities for professional development and certifications.
  • Access to a supportive work environment focused on career growth.
  • Engagement with diverse teams in a dynamic role.
  • Participation in meaningful projects impacting national security.
Full Job Description
ManTech seeks a motivated, career and customer-oriented IT Service Desk Queue Manager to join our team in Doral, FL.

Responsibilities include but are not limited to:
  • Prioritizes, assesses, and manages ITSM incidents, requests, and inquiries, providing full ITSM support across Incident, Problem, Change, Release, and Configuration Management.
  • Ensures efficient routing and adherence to processes for ITSM tickets, and conducts incident reporting and analysis.
  • Communicates pertinent requirements and guidance for each ITSM environment authority.
  • Monitors, reports, and analyzes incidents, with daily volume depending on complexity, system availability, and personnel response times.
  • Provides consistent service to address incident resolution requirements.
  • Researches, reviews, monitors, manages, and delivers reports on incidents and alerts.
  • Collaborates with various teams and stakeholders, attends TEMs, and provides direction and mentorship to subordinate staff, reporting to the DoDIN Operations Lead.

Minimum Qualifications:
  • BA/BS in Computer Science, Information Technology, Business Administration, or a related field or 4 years of additional experience in lieu of a degree.
  • 4+ years of relevant IT Operations or ITSM experience.
  • 2+ years of experience with service delivery operations as a collector, processor, analyst, or reporter of ITSM incidents.
  • Experience with ITSM tools such as Remedy or ServiceNow, collaborating with stakeholders during incident and outage response, and documenting incidents and generating reports.
  • Knowledge of networks, endpoints, and cloud operations. Ability to analyze events and identify potential incidents. ITIL Foundation certification.

Preferred Qualifications:
  • Master's degree in Computer Science, Information Technology, Business Administration, or a related field.
  • 4 years of experience in software development lifecycle, large-scale computing, modeling, cybersecurity, anomaly detection, Security Operations Center (SOC) incident detection, threat analytics, security incident and event management (SIEM), information technology (IT), and operations incident response.
  • Experience with Asset Management or Inventory management of government property.
  • Experience with military/diplomatic operations working within a J-6/G-6/S-6 Directorate or with Special Operations Forces (SOF) or the Department of State (DoS), leading and performing cybersecurity risk assessments for and across multiple commands, agencies, and regionally distributed locations in a Security Operations Center (SOC).
  • ITIL Intermediate/Expert Level Certifications (e.g., ITIL Managing Across the Lifecycle, ITIL Specialist: Incident Management), Control Objectives for Information and Related Technology (COBIT), CompTIA Security+, Certified Incident Handler (CIH) or GIAC Incident Handler (GCIH), Project Management Professional (PMP), or PRINCE2. AWS Certified Cloud Practitioner, Microsoft Azure Fundamentals, or Google Cloud Certified Professional Cloud Architect
  • Experience at a DoD Combatant Command (e.g., SOUTHCOM, NORTHCOM, CENTCOM, CYBERCOM, INDOPACOM, EUCOM, AFRICOM, STRATCOM, TRANSCOM, SOCOM, SPACECOM) or a component is desired.

Clearance Requirements:
  • Must have an active/current Secret security clearance.
  • Must be eligible to obtain and maintain a TS/SCI clearance

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

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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