Help Desk Manager
ManTech International Corporation - Washington, DC

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Become an integral part of a diverse team that leads the world in Mission, Cyber, and Technology Solutions. At ManTech International Corporation, you will help protect our national security while working on innovative projects that offer opportunities for advancement. As a Help Desk Manager, supporting the highest visibility US Government Customer, you will be responsible to lead, manage, support and report on help desk and desk side support service activities

Responsibilities Include:

Manages customer services help desk. Ensures executive level professional and courteous support to customers and directs company’s customer hotline and order processing services. Coordinates customer service activities with other internal functions. Schedules staff to adequately handle call volume on any given product at any point in time. Manages personnel activities of staff (i.e., hires, trains, appraises, rewards, motivates, disciplines, recommends termination as necessary, etc.). Designs and maintains customer databases. Knowledgeable in all customer support areas including scheduling staff for handling calls and developing policies and procedures for improvement of customer services activities and in-depth applications knowledge of company's products and systems. Requires Bachelor's degree or equivalent in business or computer science and ten to twelve years of experience in a customer service environment and one to three years of senior level customer service experience
Position Requirements:
  • 10 or more years of experience supporting 24x7x365 help desk activities (3 or more years managing)

  • ITIL v3 Certified

  • Experience supporting principal level executives/ VIPs

  • Experience managing and coordinating Tier 0, I, II and III activities supported by 10 or more help desk professionals

  • Experience defining, developing, maintaining and using Standard Operating Procedures (SOP), Standard Implementation Procedures (SIP) Service Level Agreements (SLA), Key Performance Indicators (KPI) and operational metrics

  • Experience with supporting incident management and issue resolution for a broad array of technology platforms such as WiFi, electronic faxing, Mobile Device Scanning, and Call Forwarding

  • Experience developing, maintaining and using a Knowledge Base, containing information such as known errors, fixes, and workarounds, as a vital part of First Call Resolution

  • Experience maintaining and upgrading help desk application systems and tools such as HP Service Center, and Remedy

  • Experience with developing reports using applications/ tools such as Crystal Reports

  • Experience developing and maintaining IT Service Catalogs

  • Experience developing and maintaining remote access user training programs and materials

  • Experience developing and maintaining help desk professional training programs and materials

  • Experience supporting Windows, MAC and a variety of mobile device technologies

  • Experience implementing helps desk applications/ tools

  • Experience managing a help desk based on an ITIL framework

  • Familiar with implementing a Continual Process Improvement (CPI) program

Security Requirements: U.S. Citizenship and an active DoD TS clearance w/ SCI eligibility
Key Words: Service Delivery, Service Desk, Tier, SLA, SOP, SIP, KPI, CPI, ITIL Executive Level

Requires Bachelor's degree or equivalent in business or computer science and ten to twelve years of experience in a customer service environment and one to three years of senior level customer service experience.

Equivalent Experience/Education
Bachelor's Degree

Years of Experience
10-12 years w/Bachelors Degree
07-09 years w/Masters Degree

Position Type

ManTech International Corporation - 16 months ago - save job - block
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