Service Desk Manager

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ManTech International
Analysis, ANSI, BMC, Configuration Management, Desktop Support, Development, Hardware, Help Desk, Library, Manager, Management, Metrics, PC, PMP, Security
Full Time, Full Time
Telecommuting not available Travel not required

Job Description

Service Desk Manager
Top Secret
Information Technology



General Responsibilities:



The Sr. Manager, Service Desk Manager provides overall leadership and oversight for delivery of effective IT customer support services to approximately 10,000 global users.


The scope of responsibilities includes management of 24/7/365 IT Service Desk, including Customer Support Operations and Endpoint (desktop/tablet/smartphones) Infrastructure services, including oversight of related and on-call support and technology upgrade/refresh initiatives


Leads an enterprise IT Service Desk operation and continues to drive a customer- centric approach


Oversees all aspects of IT Customer Support Operations and Endpoint Infrastructure operations including plans, implementation, deployment, support and maintenance functions


Ensures timely, accurate, and complete assistance to customer employees and other end users in the areas of PC support, desktop applications, printers, and tablets according to set Service Level Agreements and IT procedures


Monitors IT Service Desk (application and desktop/tablet support) operations and escalations of service requests to various tier III support teams, application development, business units, and IT senior management when appropriate


Implements applicable industry best practice support model, such as the IT Infrastructure Library (ITIL) v3, ISO20K, etc to improve ITSM maturity level and move to a more customer-centric support focus for all IT services


Oversees desktop support problem resolutions to identify trends or problem support areas and ensures that support procedures are being followed


In consultation with IT senior management, establishes, communicates, and monitors IT support service level agreements (SLAs)


Establishes and manages procedures to ensure effective support coordination between IT Service Desk (tier 1), tier 2, and tier 3 resources


Tracks, measures and reports on key support performance metrics (SLAs) for the IT Service Desk


Performs trending and root cause analysis on reports and statistical data received from IT Service Desk to identify and develop strategies for addressing chronic issues


Develops, implements and manages IT asset management and configuration management processes and procedures for hardware and software


Ensures comprehensive management of technology assets, ensuring maximum value from expenditures, licensing compliance and refresh cycles


Develops and manages budgets associated with the IT Support Services Operations and Endpoint Infrastructure projects



Supervises employees including selecting or recommending selection, training, assigning and evaluating work, counseling, disciplining, and/or termination or recommending termination



Mandatory Skills Requirement:



Requires Bachelor's degree and 14-16 of related experience including at least 8-10 years of management experience


Requires experience at Department of State, preferably (but not required) in the Bureau of Consular Affairs


Experience managing service support for large enterprises of at least 10,000 end users preferred


Experience using BMC Remedy ITSM system required


Experience with Service Now preferred


Exceptional oral and written communication and negotiation skills as well as proposal writing skills and experience


Experience in transition and start-up of a large and geographically dispersed program


Has significant and demonstrated technical background in help desk/ service desk management


Experience with network operations (NOC) management preferred


PMP Certification preferred


ITIL intermediate certifications in service operations, service transition, etc. required




Requires Bachelor s degree (in a technical discipline) or equivalent, and ten to twelve years of related experience and management experience.


-ITIL expert
Equivalent Experience/Education


Bachelor's Degree


10-12 years w/Bachelors Degree


07-09 years w/Masters Degree


For more than 40 years, ManTech employees have been solving complex problems for the national security community. We are comprised of approximately 10,000 talented employees around the world. We adhere to the simple, no-nonsense values on which ManTech was founded more than four decades ago, aligning squarely with the mission objectives of our customers. As our customer base continues to expand and diversify, we continue to diversify our workforce and solutions. Half our employees have a military background, and more than 70 percent hold a government security clearance. As a leading provider of innovative technology services and solutions for the nation's defense, security, space, and intelligence communities; we hold nearly 1,000 active contracts with more than 40 different government agencies.

Company Information

ManTech was founded in 1968 to provide advanced technological services to the United States government. We began with a single contract with the U.S. Navy to develop war-gaming models for the submarine community. Over the years, our government's technology needs have increased dramatically in scope and sophistication, and we have grown to meet that challenge.