Enterprise Service Desk Manager

hackajob is collaborating with MANTECH to connect them with exceptional professionals for this role. 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.aa415a4b-8b21-40fc-a65c-70d2b25ca29a