End User Services Manager

ManTech; Herndon (VA); Hybrid; USD 80,000 - 110,000; Full time

Job summary

An established industry player is seeking a motivated Desktop Support Services End User Manager to join their dynamic team. This hybrid role offers a unique opportunity to oversee service desk operations, ensuring efficient support for end user requests while collaborating closely with various stakeholders. The successful candidate will leverage their extensive experience in service desk management and leadership to drive continuous improvement initiatives and enhance service delivery. If you are passionate about leading teams and optimizing processes in a fast-paced environment, this position is perfect for you.

Qualifications

• 10+ years of experience in service desk or program management.
• 4+ years of leadership experience in service desk support.

Responsibilities

• Oversee execution of activities to support end user requests.
• Lead and mentor team members to improve processes.

Skills

Service Desk Management

Incident Management

Leadership

Process Improvement

Customer Service

Education

Bachelor of Science (BS)

Tools

ServiceNow

JIRA

MS Office Suite

Job description

ManTech seeks a motivated, career and customer-oriented Desktop Support Services End User Manager to join our team in Washington, DC. This is a hybrid position with 4 days onsite and 1 day remote

The End User Services Manager oversees the execution of related and overlapping activities under the task order, ensuring proper integration, coordination, sequencing, and execution of activities to support end user requests and incidents. This position will work closely with the customer stakeholders, project managers, and other team members to ensure efficient and effective support assisting to deconflict resource allocation issues. Review and provide recommendations for processes continuous improvement.

Responsibilities include but are not limited to:

Maintain high performance levels for service-related processes, and implementing improvement activities wherever necessary

Take ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews

Lead and mentor team members to continuously improve processes and track outcomes of the value stream

Work closely with operations teams and others to maintain focus on key requirements and service delivery opportunities and issues

Taking accountability for service delivery performance, meeting customer expectations, and driving future demand

Review and track ticket processes and metrics working closely with functional leads ensuring tickets are closed properly and efficiently

Minimum Qualifications:

Bachelor of Science (BS) degree.

10+ years of relevant experience in service desk or program management.

4+ years of leadership experience in service desk support and operations.

One of the following certifications is required: ITIL Certification, Security+, PMP Certification

Preferred Qualifications:

Help Desk Institute (HDI) certification

Familiarity with Agile methodologies

Experience with ServiceNow, JIRA, and MS Office suite (beyond Excel/PowerPoint)

Prior or current experience working with or supporting the Department of Homeland Security (DHS)

Clearance Requirements:

Security Clearance Level: Active Secret with eligibility for Top Secret

Must be able to pass DHS suitability

Physical Requirements:

The person in this position must be able to remain in a stationary position 50% of the time. Occasionally move about inside the office to access file cabinets, office machinery, or to communicate with co-workers, management, and customers, via email, phone, and or virtual communication, which may involve delivering presentations

Ability to travel to DHS locations within CONUS and OCONUS as required

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