Secure our Nation, Ignite your Future

Become an integral part of a diverse team while working at an Industry Leading Organization, where our employees come first. At ManTech International Corporation, you’ll help protect our national security while working on innovative projects that offer opportunities for advancement.

Currently, ManTech is seeking a motivated, career and customer-oriented Help Desk Manager III to join our team in Stafford, VA.

Responsibilities may include, but are not limited to:

• Directing the help desk team members to meet specific customer needs.

• Creating and managing work processes to boost productivity, enhance excellence in communication, and monitor the level of service delivery to determine areas of performance in need of attention.

• Administering effective frontline help desk assistance to customers where inquiries are beyond the knowledge of the help desk team members.

• Monitoring problem management and tier escalation procedures to deliver efficient query and complaint handling.

• Leveraging individual and team expertise for satisfactory explanations and resolution of customer questions and issues, driving resolution to the lowest tier possible.

• Organizing and arranging training for team members on the latest best practices in handling help desk-related issues and foster good working relationships among the team.

• Developing schedules for efficient staffing and keep workload and metric records of all activities in the help desk and present them to management for evaluation upon request.

• Monitoring and maintaining all help desk-related processes and knowledge bases and make recommendations to the Change Control Board where efficiencies may be gained through measured change.

• The Help Desk Manager III is a senior role in charge of all tiers of IT-related customer support.

• The Help Desk Manager III supervises and mentors subordinate projects and Team ManTech staff.

Minimum Qualifications:

• 4 years of position-specific relevant experience.

• High School Diploma

• DoD 8570.01-m IAT Level-II Certification

Preferred Qualifications

• Bachelor's degree in an IT-related discipline.

Physical Requirements:

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

• Needs to occasionally move about inside the office to access file cabinets, office machinery, etc.

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

• Frequently communicates with co-workers, management, and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situations.

For all positions requiring access to technology/software source code that is subject to export control laws, employment with the company is contingent on either verifying U.S.-person status or obtaining any necessary license. The applicant will be required to answer certain questions for export control purposes, and that information will be reviewed by compliance personnel to ensure compliance with federal law. ManTech may choose not to apply for a license for such individuals whose access to export-controlled technology or software source code may require authorization and may decline to proceed with an applicant on that basis alone.

ManTech International Corporation, as well as its subsidiaries proactively fulfills its role as an equal opportunity employer. We do not discriminate against any employee or applicant for employment because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, status as a Disabled Veteran, Recently Separated Veteran, Active Duty Wartime or Campaign Badge Veteran, Armed Forces Services Medal, or any other characteristic protected by law.

If you require a reasonable accommodation to apply for a position with ManTech through its online applicant system, please contact ManTech's Corporate EEO Department at (703) 218-6000. ManTech is an affirmative action/equal opportunity employer - minorities, females, disabled and protected veterans are urged to apply. ManTech's utilization of any external recruitment or job placement agency is predicated upon its full compliance with our equal opportunity/affirmative action policies. ManTech does not accept resumes from unsolicited recruiting firms. We pay no fees for unsolicited services.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access http://www.mantech.com/careers/Pages/careers.aspx as a result of your disability. To request an accommodation please click careers@mantech.com and provide your name and contact information.