Job Description
Title: Service Desk Team Lead
Location: VA-Alexandria
**Secure our Nation, Ignite your Future**
Become an integral part of a diverse team while working at an Industry Leading Organization, where our employees come first. At ManTech, you’ll help protect our national security while working on innovative projects that offer opportunities for advancement.
Currently, ManTech is seeking a motivated, career and customer-oriented Service Desk Team Lead to join our team in Alexandria and Falls Church, VA.
This is a hybrid position supporting the US government. This is a fast-paced work environment that offers the opportunity to utilize hands-on experience with a variety of IT solutions to solve mission-critical problems supporting the US government.
Responsibilities include but are not limited to:
- Work independently and coordinate with other team members to plan, write, edit, update, and manage standard operating procedures (SOPs), knowledge base articles (KBAs), and training presentations, and deployment plans for the OIT Service Desk.
- Monitor the call queue and Service Desk chat channels to adjust resources based on volumes and provide support to Service Desk analysts.
- Handle escalated customer calls, emails, and tickets to provide technical support and resolve incidents and requests.
- Handle escalations from OIT Operations Service Management leadership, the Operations Manager, and the Service Desk Team Manager as needed.
- Research and assemble ticket reports from ServiceNow and reports on regular OIT Service Desk activities as needed.
- Perform other tasks as assigned.
Basic Qualifications:
- Bachelor’s degree and 3+ years of relevant work experience;5+ years of relevant work experience may be considered in lieu of degree.
- Demonstrated experience working as a service desk analyst and providing leadership or advanced capabilities.
- Demonstrated experience managing technical issues and tasks with a ticketing system, i.e., ServiceNow, Remedy, etc.
Preferred Qualifications:
- Demonstrated excellence in written and verbal communication and outstanding customer service skills working with end users, team members, team managers, client managers, and VIPs.
Security Clearance Requirements:
- US Citizenship
- Ability to obtain and maintain a Public Trust clearance prior to start date