Senior Technical Support Manager

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 Senior Technical Support Manager to join our team in Chantilly, VA.

Responsibilities include but are not limited to:

• Managing the lifecycle of all problems by detecting, logging, diagnosing, and resolving all problems.

• Detecting and logging problems, communicating with stakeholders, notifying the Change Manager, conducting problem reviews and documents learned lessons, closing problems with briefs to stakeholders, then monitoring the issue(s) and following-up on known error resolution progress

• Preventing reoccurrence of problems by owning the technical resolution and implementing the mitigation processes and procedures.

• Performing trend analysis of important services or historical incidents.

• Gathering data on incident trends, hardware and software failures, and resource utilization and capacity issues and analyzing these trends to identify potential problems and/or recurring incidents.

• Identifying potential solutions, assessing the impact of each, and evaluating alternatives.

• Putting strategies and processes in place to solve problems.

• Coordinating all aspects of problem diagnosis and resolution.

• Understanding the knowledge and skill sets throughout the IT organization to determine which subject matter experts are best suited to help solve each problem.

• Maintaining an overview of the problem queue, updating status, and keeping stakeholders informed of progress.

• Conducting AARs (After Action Reports) and RCA (Root Cause Analysis) with technical team members.

• Facilitating data collection and analysis, looking for a long-term resolution.

• Creating and managing a knowledge base with information about known errors and workarounds for the service desk and administration teams to use.

Basic Qualifications:

• Bachelor’s degree and 7+ years of related experience

• DoD 8570 IAT Level II Certification required

• Organized and detail oriented

• Strong communication, critical thinking, and problem-solving management skills

• Experience using a Service Desk ticketing system, such as ServiceNow

• Experience with Microsoft Office

Preferred Qualifications:

• Experience with Microsoft Windows Servers; Microsoft Windows 10.

• Experience with Microsoft Exchange, Active Directory, and workstation and server hardware.

• Experience with DNS, Group Policy, and PKI; vSphere, Horizon View, data backup, and antivirus software.

• Good working knowledge of applying security best practices from DISA and/or vendors.

• ITIL Foundations certification

 Security Clearance Requirements:

• US Citizenship required and active TS clearance adjudicated within the last 6 years

• Candidate must be open to random poly.

Physical Requirements:

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

• The person in this position needs to occasionally move about inside the office to access file cabinets, office equipment, etc.

• 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.

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