ManTech International Corporation

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IT Service Desk “Tech Café” Manager

at ManTech International Corporation

Posted: 7/18/2018
Job Status: Full Time
Job Reference #: 1443144

Job Description

Req ID
99779BR

Business Title
IT Service Desk “Tech Café” Manager

Group
MSS

Location
USA TEXAS Seabrook

Clearance Level Needed
Public Trust

Category
Engineering & Support Services

Job Duties and Responsibilities
ManTech is seeking an IT Service Desk “Tech Café” Manager to manage our Tech Café on an upcoming program supporting the National Aeronautics and Space Administration (NASA). On this program ManTech will be managing NASA’s Enterprise IT operations on 11 NASA centers across the United States. This is a 10-year contract that goes beyond managing day to day operations, we will be transforming and modernizing NASA’s enterprise IT operation. In this role you will be a major player in the redesign of how IT gets done at NASA.

Essential Job Duties:
  • Leads the Tech Café IT technical support staff for the center providing support to Windows, Mac, iOS, and Android users
  • Manages and facilitates “Walk-Up” support for all users including software troubleshooting, hardware repairs, user and team escalations
  • Provide hands-on on-site support for end users including workstations (Windows 7/8/10) and mobile devices (iOS Android, Tablets, Mobile Hotspots)
  • Ensures policy and procedures are followed for security and overall systems well being
  • Responsible for maintaining Service Delivery goals and objectives in alignment with client’s strategic enterprise and business goals
  • Enforces of client’s enterprise methodologies, policies, procedures, tools, guidelines and standards of operations within the service delivery organization


Qualifications


  • 7 or more years of experience in IT End User Support, including IT Asset Management in a large scale, high demand environment. At least 4 of the 7 years should include on-site, direct customer contact.

  • Ability to achieve a public trust level suitability/clearance

  • High School Diploma Required. Bachelor’s degree in Information Technology, Computer Science, or a related field preferred

  • Experience working on IT managed services contracts, or in a large enterprise IT environment preferred

  • Advanced knowledge in several of the following areas preferred:



    • IT Service Desk ITIL

    • IT Service Management processes

    • ServiceNow Ticketing systems

    • Windows 7/10 and Mac OS X enterprise environments including Office 2010/2013 and Office 365, several Mac OSX versions and hardware repairs on both Mac and PC, & network connectivity issue resolution

    • Experience with installation, configuration and operation of LAN and WAN equipment including PCs, cabling and routers Experience with installation, configuration, and operation of LAN and WAN equipment including PCs, cabling, and routers

  • Excellent written and verbal communication skills

  • Excellent customer relationship building skills, able to establish trust

  • Demonstrated ability in maintaining excellent customer satisfaction rating while meeting/exceeding all SLAs


Degrees
Equivalent Experience/Education
Bachelor's Degree


Years of Experience
06-08 years w/High School Diploma

Position Type
Full-Time

Shift
Day

Overview
For more than 40 years, ManTech employees have been solving complex problems for the national security community. We are comprised of approximately 10,000 talented employees around the world. We adhere to the simple, no-nonsense values on which ManTech was founded more than four decades ago, aligning squarely with the mission objectives of our customers. As our customer base continues to expand and diversify, we continue to diversify our workforce and solutions. Half our employees have a military background, and more than 70 percent hold a government security clearance. As a leading provider of innovative technology services and solutions for the nation's defense, security, space, and intelligence communities; we hold nearly 1,000 active contracts with more than 40 different government agencies.