Senior Enterprise Service Desk Lead | Secret Clearance

MANTECH; Key West (FL); On-site; USD 80,000 - 110,000; Full time

Job summary

MANTECH seeks a motivated, career- and customer-oriented Senior Enterprise Service Desk Technician to join our team in Key West, FL. The role emphasizes escalation leadership, mentorship, and deep knowledge of enterprise systems.

You will drive knowledgebase development, lead improvement projects, analyze trends, and present performance insights while staying current with the latest technologies and best practices.

Qualifications

• 7+ years IT support or helpdesk experience or a bachelor’s degree with 5+ years of relevant experience.
• Deep understanding of Windows/macOS/Linux operating systems.
• Expertise in hardware, software, and network troubleshooting; proficient in remote support tools and ticketing systems.
• Experience with enterprise applications and systems such as Active Directory, Microsoft 365, and cloud services.

Responsibilities

• Serve as primary escalation point, mentoring and guiding mid and junior technicians.
• Lead development and maintenance of knowledgebase articles, troubleshooting guides, and training materials.
• Lead small-to-medium projects to improve Enterprise Service Desk processes.
• Perform trend analysis of support requests and present performance reports.
• Communicate effectively to build relationships and adopt new tools and practices.

Skills

Operating systems

Remote support

Ticketing systems

Education

Bachelor's degree in IT field

Tools

ServiceNow

Jira

Job description

MANTECH seeks a motivated, career- and customer-oriented Senior Enterprise Service Desk Technician to join our team in Key West, FL. The role emphasizes escalation leadership, mentorship, and deep knowledge of enterprise systems.

You will drive knowledgebase development, lead improvement projects, analyze trends, and present performance insights while staying current with the latest technologies and best practices.