Enterprise Service Desk Manager Security Clearance

Position: Enterprise Service Desk Manager with Security Clearance
MANTECH seeks a motivated, career and customer-oriented Enterprise Service Desk Manager to join our team in Doral, Florida. Responsibilities include but are not limited to:
* Serve as a primary escalation point, offering advanced mentorship, technical guidance, and leadership to mid and junior technicians in resolving complex incidents.

* Possess extensive and specialized knowledge of enterprise systems and applications, often leading in a specific technical area, and proactively identify and resolve potential systemic problems to minimize disruptions.

* Lead the development and maintenance of comprehensive knowledgebase articles, advanced troubleshooting guides, and specialized training materials.

* Lead and manage small-to-medium-sized projects and initiatives focused on improving Enterprise Service Desk processes through efficiency and innovation.

* Conduct in-depth trend analysis of support requests, identify recurring issues, and recommend strategic solutions to enhance service delivery, including developing and presenting detailed performance reports.

* Demonstrate exceptional communication, interpersonal, and leadership skills to build strong relationships, and stay current with the latest technologies and industry best practices to recommend new tools and methodologies.

Minimum Qualifications:

* HS diploma: a candidate holding a relevant bachelor's degree may be granted 2 years' experience credit for education.

* 7+ years of experience with 5+ years of position-specific relevant experience.

* Deep understanding of operating systems (e.g., Windows, macOS, Linux).

* Expertise in troubleshooting hardware, software, and network problems and proficiency in using remote support tools and ticketing systems.

* Knowledge of ITIL-informed processes and best practices.

* Experience with enterprise applications and systems (e.g., Active Directory, Microsoft 365, cloud services). Desired

Qualifications:

* Bachelor's degree in information technology, computer science, or a related field.

* Knowledge of ITSM tools such as Service Now and Jira.

* Experience with scripting or automation tools.

* ITIL Foundation certificate, Cisco Certified Network Associate (CCNA), Microsoft certifications, and relevant IT certifications (e.g., CompTIA A+, Network+, Security+, ITIL Foundation).

* Experience at a DoD Combatant Command (e.g., SOUTHCOM, NORTHCOM, CENTCOM, CYBERCOM, INDOPACOM, EUCOM, AFRICOM, STRATCOM, TRANSCOM, SOCOM, SPACECOM) or a component. Clearance Requirements:
* Must have an active Secret Clearance

* Must be eligible to obtain Top Secret clearance with SCI eligibility

Physical Requirements:

* Must be able to remain in a stationary position 50%.

* Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer.

* 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.