IT Service Desk Queue Manager with Security Clearance

MANTECH seeks a motivated, career and customer-oriented IT Service Desk Queue Manager to join our team in Doral, FL. Responsibilities include but are not limited to: * Prioritizes, assesses, and manages ITSM incidents, requests, and inquiries, providing full ITSM support across Incident, Problem, Change, Release, and Configuration Management.
* Ensures efficient routing and adherence to processes for ITSM tickets, and conducts incident reporting and analysis.
* Communicates pertinent requirements and guidance for each ITSM environment authority.
* Monitors, reports, and analyzes incidents, with daily volume depending on complexity, system availability, and personnel response times.
* Provides consistent service to address incident resolution requirements.
* Researches, reviews, monitors, manages, and delivers reports on incidents and alerts.
* Collaborates with various teams and stakeholders, attends TEMs, and provides direction and mentorship to subordinate staff, reporting to the DoDIN Operations Lead. Minimum Qualifications: * High School Diploma. A candidate holding a Bachelor's Degree in a relevant field of study may be granted credit for 2 years' of relevant experience.
* 5+ years of relevant IT Operations or ITSM experience.
* 2+ years of experience with service delivery operations as a collector, processor, analyst, or reporter of ITSM incidents.
* Experience with ITSM tools such as Remedy or ServiceNow, collaborating with stakeholders during incident and outage response, and documenting incidents and generating reports.
* Knowledge of networks, endpoints, and cloud operations. Ability to analyze events and identify potential incidents. ITIL Foundation certification. Preferred Qualifications: * Bachelor's degree in Cybersecurity, Computer Science, Information Technology, Business Administration, or a related field.
* 4 years of experience in software development lifecycle, large-scale computing, modeling, cybersecurity, anomaly detection, Security Operations Center (SOC) incident detection, threat analytics, security incident and event management (SIEM), information technology (IT), and operations incident response.
* Experience with Asset Management or Inventory management of government property.
* Experience with military/diplomatic operations working within a J-6/G-6/S-6 Directorate or with Special Operations Forces (SOF) or the Department of State (DoS), leading and performing cybersecurity risk assessments for and across multiple commands, agencies, and regionally distributed locations in a Security Operations Center (SOC).
* ITIL Intermediate/Expert Level Certifications (e.g., ITIL Managing Across the Lifecycle, ITIL Specialist: Incident Management), Control Objectives for Information and Related Technology (COBIT), CompTIA Security+, Certified Incident Handler (CIH) or GIAC Incident Handler (GCIH), Project Management Professional (PMP), or PRINCE2. AWS Certified Cloud Practitioner, Microsoft Azure Fundamentals, or Google Cloud Certified Professional Cloud Architect
* Experience at a DoD Combatant Command (e.g., SOUTHCOM, NORTHCOM, CENTCOM, CYBERCOM, INDOPACOM, EUCOM, AFRICOM, STRATCOM, TRANSCOM, SOCOM, SPACECOM) or a component is desired. Clearance Requirements: * Must have an active/current Secret security clearance.
* Must be eligible to obtain and maintain a TS/SCI clearance Physical Requirements: * Must be able to be in a stationary position more than 50% of the time * Must be able to communicate, converse, and exchange information with peers and senior personnel * Constantly operates a computer and other office productivity machinery, such as a computer * 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 * The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc