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hackajob is partnering with MANTECH to fill this position. Create a profile to be automatically considered for this role—and others that match your experience.
MANTECH seeks a motivated, career and customer-oriented Senior Technical Support Manager to join our team in Chantilly, VA. This is an onsite position.
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
Minimum Qualifications:
Bachelor’s degree and 7+ years of related experience
DoD 8570 IAT Level II Certification required, ex., Security+
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:
Must have a current and active Top Secret clearance and be willing and able to obtain an additional 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.
hackajob is partnering with MANTECH to fill this position. Create a profile to be automatically considered for this role—and others that match your experience.