Senior Enterprise Service Desk Lead

ManTech; Key West (FL); On-site; USD 90,000 - 130,000; Full time

Job summary

MANTECH seeks a Senior Enterprise Service Desk Technician to join our Key West, FL team. You will act as a primary escalation point, mentor junior technicians, and lead the development of knowledgebase articles and training materials.

You will also lead small-to-medium projects aimed at improving Enterprise Service Desk processes, analyze support-trend data, and present detailed performance reports. Strong communication and leadership are essential.

Qualifications

• High school diploma with 7+ years IT support or a bachelor’s degree with 5+ years experience.
• Deep understanding of Windows, macOS, and Linux operating systems.
• Experience troubleshooting hardware, software, and network issues; use of remote tools and ticketing systems.
• Familiarity with enterprise apps such as AD, M365, and cloud services.

Responsibilities

• Serve as escalation point; mentor technicians in resolving complex incidents.
• Lead knowledgebase development and advanced troubleshooting guides.
• Lead small-to-medium projects to improve service desk processes.
• Analyze trends in support requests and present performance reports.
• Communicate effectively and stay updated on new tools and industry best practices.

Skills

Mentorship

Remote support tools

Ticketing systems

Leadership

Education

High School Diploma or equivalent

Bachelor’s degree in a related field

Tools

ServiceNow

Jira

Active Directory

Microsoft 365

Job description

MANTECH seeks a Senior Enterprise Service Desk Technician to join our Key West, FL team. You will act as a primary escalation point, mentor junior technicians, and lead the development of knowledgebase articles and training materials.

You will also lead small-to-medium projects aimed at improving Enterprise Service Desk processes, analyze support-trend data, and present detailed performance reports. Strong communication and leadership are essential.