ManTech International

Service Center Manager

ManTech International • $90K — $120K *
Herndon, VA 20171In-Person
Information Technology
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Current ITIL 4 Certification required; must obtain ITIL Foundation Level Version 5+ within 60 days of hire.
  • 7+ years managing a 24/7/365 Service Desk for dispersed users.
  • Experience in end-to-end service delivery at scale and complexity.
  • Expertise in Service Center communication and metrics reporting.
  • Strong strategic and operational planning skills for enterprise IT support.

Responsibilities

  • Oversee overall management of the Service Center, including Service Desk and Desktop Support.
  • Manage ticket escalations, operational communication, and critical notifications for users.
  • Direct support for mobile services and lifecycle management of SOPs and knowledge articles.
  • Ensure high-quality Tier 0, I, and II Desktop support delivery.
  • Achieve contract service levels and KPIs while improving customer support processes.
  • Enhance and modernize a 24/7 Service Desk environment using strategic planning.

Benefits

  • Comprehensive support for professional development and training.
  • Opportunities for career advancement within the company.
  • Flexible work environment with potential for remote collaboration.
  • Access to innovative tools and technologies.
  • Inclusive workplace culture that values diverse perspectives.
Full Job Description
MANTECH seeks a motivated, career and customer-oriented Service Center Manager to join our team in Herndon, VA

Responsibilities include but are not limited to:
  • Overseeing the total management of the Service Center, including the Service Desk, Desktop Support, incident management, and IT service request management.
  • Managing ticket escalation processes, operational communications, and critical notifications for geographically dispersed users.
  • Directing mobile services support and the comprehensive lifecycle management of knowledge-based articles and standard operating procedures (SOPs).
  • Ensuring the delivery of efficient, timely, and high-quality Tier 0, Tier I, and Tier II Desktop support services.
  • Achieving contract service levels and KPIs while optimizing customer support processes to continuously improve mission satisfaction.
  • Managing, maturing, and modernizing a 24/7/365 Service Desk environment using strategic and operational planning.


Minimum Qualifications:
  • Must possess a current ITIL 4 Certification, with the requirement to obtain an ITIL Foundation Level Certification Version 5 or higher within 60 days of hire.
  • 7+ years of technical experience managing, maturing, and modernizing a 24/7/365 Service Desk for geographically dispersed users.
  • Demonstrated experience with end-to-end service delivery of a similar size, scope, and complexity.
  • Proven experience implementing and managing Service Center communications, metrics reporting, and operational infrastructure.
  • Strong background in strategic and operational planning for enterprise-level IT customer support environments.


Preferred Qualifications:
  • Help Desk Institute Support Center Manager (HDI-SCM) certification.
  • Experience implementing, managing, and modernizing Tier 0 self-service operations and automated reporting platforms.


Clearance Requirements:
  • Must hold an active Secret clearance.


Physical Requirements:
  • Must be able to remain in a stationary position 80% of the time.
  • 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.
  • Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer.

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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