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 ServiceNow 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.