Senior Service Desk Program Manager

General information

Requisition # R61095 Locations USA-VA-Herndon Posting Date 06/11/2025 Security Clearance Required Secret Remote Type Hybrid Time Type Full time

Description & Requirements

Transform the future of federal services with ManTech! Join a vibrant, energetic team committed to enhancing national security and public services through innovative tech. Since 1968, we’ve partnered with Federal Civilian sectors to deliver impactful solutions. Engage in exciting projects in Digital Transformation, Cybersecurity, IT, Data Analytics and more. Ignite your career and drive change. Your journey starts now—innovate and excel with ManTech!

ManTech seeks a motivated, career and customer-oriented Senior Service Desk Manager to join our team in the DC, Maryland, and Virginia (DMV) area.

In this role you will manage the entire service desk operation for network, cloud/platform/system/application, and cybersecurity M&A and event and incident management, including oversight of the contract Enterprise Watch staff. You will direct and supervise staff providing Tier 0 - 2 (and select Tier 3) operations support.  This role also works closely with staff and customers to help resolve the most difficult and high visibility events.  You will develop built-in escalation procedures to ensure that problems are resolved effectively to increase productivity and user satisfaction.

Responsibilities include but are not limited to: 

• Maintaining high performance levels for service desk operations, processes, and implementing improvement activities wherever necessary
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews; work closely with the Watch Officer, operations teams, and others to maintain focus on key requirements and service delivery opportunities and issues
• Taking accountability for service desk performance, meeting customer expectations, and driving continuous improvement
• Analyzing third-party as well as internal processes, and creating strategies for service desk innovation, automation, and optimization
• Review and track ticket processes and metrics working closely with functional leads ensuring tickets are closed properly and efficiently; develop, track, and monitor customer satisfaction surveys to support decision-making and continuously improve support, updating the customer satisfaction survey as needed and posting upon key stakeholders approval; develop and recommend dashboards to support visibility and management of activities and processes
• Tracking and ensuring patching, software updates, anti-virus updates, are applied effectively and promptly

Minimum Qualifications:

• Bachelor’s Degree in Computer Science, Information Technology, Engineering or a related field.
•  8+ years of relevant experience
• Experience with service desk ticketing tools, especially ServiceNow
• Proficiency in MS Office applications including SharePoint, PowerPoint, Excel, and Word

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