Description & RequirementsMANTECH seeks a motivated, career and customer-oriented
Senior Help Desk Specialist to join our team in a
remote capacity.
The Senior Help Desk Specialist will support enterprise users across geographically dispersed environments by delivering timely, high-quality technical support and ensuring a seamless customer experience. In this role, you will serve as a frontline technical resource, resolving issues efficiently while contributing to continuous service improvement initiatives that strengthen overall service delivery.
Responsibilities include but are not limited to:- Serving as the first line of support by resolving Tier 1 and Tier 2 technical issues and ensuring timely restoration of services that keep mission operations running smoothly
- Delivering exceptional customer service across phone, email, and chat channels to create a seamless and professional end-user experience aligned with MANTECH's commitment to excellence and integrity
- Actively suggesting process improvements aimed at elevating customer satisfaction.
- Troubleshooting hardware, Windows OS, Microsoft 365, Mac OS, and basic network connectivity issues to minimize downtime and maximize user productivity
- Escalating complex incidents to engineering teams with clear and thorough documentation to ensure efficient handoff and resolution continuity
- Maintaining accurate service tickets and standard operating procedures to strengthen operational consistency and team performance
- Analyzing support trends and recommending process improvements that enhance service delivery and drive measurable results
Minimum Qualifications:- Bachelor's degree or 4+ years of additional IT experience in lieu of a degree
- 3+ years of IT support experience
- Experience with resolving Tier 1 and Tier 2 technical issues in enterprise environments
- Experience with Mac OS version 25/26 , Azure environments, M365 applications
- Working knowledge of Active Directory and/or Entra ID for user account administration
- Working knowledge of Microsoft Azure
- Experience using service management and ticketing tools such as JIRA and working within established SLA guidelines
- Ability to document technical processes and create knowledge base articles or standard operating procedures
- Ability to analyze trends in support requests to identify recurring issues, recommend solutions, and lead projects or initiatives to improve Service Desk processes.
Preferred Qualifications:- Experience supporting Service Desk operations in enterprise or government environments
- Microsoft Azure certification or experience supporting Azure and Microsoft 365 environments
- Industry certifications such as ITIL or HDI-CSR
Clearance Requirements:- Must be a US Citizen with the ability to obtain a Secret Clearance
Physical Requirements:- Must be able to remain in a stationary position 50% of the time.
- Needs to occasionally move about inside the office to access file cabinets, office machinery, and related equipment.
- Frequently communicates with co-workers, management, and customers, which may involve delivering presentations, and must be able to exchange accurate information in these situations.
The projected compensation range for this position is $80,300.00-$133,700.00. There are differentiating factors that can impact a final salary/hourly rate, including, but not limited to, Contract Wage Determination, relevant work experience, skills and competencies that align to the specified role, geographic location (For Remote Opportunities), education and certifications as well as Federal Government Contract Labor categories. In addition, MANTECH invests in its employees beyond just compensation. MANTECH's benefits offerings include, dependent upon position, Health Insurance, Life Insurance, Paid Time Off, Holiday Pay, short-term and long-term Disability, Retirement and Savings, Learning and Development opportunities, wellness programs as well as other optional benefit elections.
