Service Desk Tier 1 Lead

MANTECH seeks a motivated, career and customer-oriented Service Desk Tier 1 Lead to join our team in Chantilly, VA. This is an onsite position.

Responsibilities Include, but not limited to:

• Provide day-to-day oversight of staff, including task administration, customer intervention, mentoring, and coordinating disciplinary actions as required

• Configure, maintain, and troubleshoot customer Windows servers, workstations, and peripheral devices both on-site and through remote diagnostic techniques

• Manage the full lifecycle of technical issues by resolving complex escalations, tracking problems, and redirecting resources to ensure resolution

• Monitor and route service tickets using defined tracking software while ensuring proper incident recording, documentation, and closure

• Guide customers through problem-solving processes and providing consistent feedback to ensure a high level of customer satisfaction

• Develop and edit Standard Operating Procedures (SOPs) and prepare required reports and metrics for management and stakeholders

• Communicate effectively with co-workers, management, and customers to ensure mission requirements and system functions are met

Minimum Qualifications:

• Bachelor’s degree in Information Technology, Cybersecurity, Data Science, Information Systems, or Computer Science, from an ABET accredited or CAE designated institution with 4+ years’ experience or 8+ years of experience as a System Administrator or in a similar role

• DoD 8570 IAT Level II Certification required (Security+ CE )

• Experience with deploying thin and/or zero clients

• Knowledge of Microsoft Windows 10/11, Active Directory, Microsoft Office 2010/2016, Windows 2008/2012/2016 Servers

• Working knowledge of Microsoft Exchange 2010

• Working knowledge of vSphere, Horizon View, data backups, and antivirus.

• Foundational knowledge of networks

• Ability to utilize Microsoft Office applications for support, reporting and documentation

Preferred Qualifications:

• DoD 8140-451 Intermediate Certification (Cloud+ or GICSP or SSCP or GSEC)

• ITIL 4 Foundations certification

• Azure Certification

Security Clearance Requirements:

• Must have a current and active TS/SCI and be willing and able to obtain a polygraph

Physical Requirements:

• The person in this position must be able to remain in a stationary position 50% of the time. Occasionally move about inside the office to access file cabinets, office machinery, or to communicate with co-workers, management, and customers, via email, phone, and or virtual communication, which may involve delivering presentations.