Desktop Support Services Help Desk Lead

Join Us AS Desktop Support Services Help Desk Lead

Company: ManTech

Job description: 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 Desktop Support Services Help Desk Lead to join our team in Washington, DC. This is a hybrid position with 4 days onsite and 1 day remote.The Desktop Support Services Help Desk Lead oversees the help desk operations and support under the task order, ensuring proper integration, efficient operations, coordination, maintained urgency, and execution of activities to support help desk operations and services to the DHS customers. This position will work closely with the customer stakeholders, project managers, and other team members to ensure efficient and effective support assisting to deconflict resource allocation issues providing efficient help desk support and services to the enterprise. Review and provide recommendations for processes continuous improvement.Responsibilities include but are not limited to:Maintain high performance levels for service-related processes, and implementing improvement activities wherever necessaryProvide guidance, leadership and oversight for services and support optimizing help desk activities to rapidly and effectively respond to and resolve critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholdersIdentify, investigate, and analyze processes and activities, leading and mentoring team members to continuously improve help desk services and processesWork closely with other teams and stakeholders to maintain focus on key requirements and support to DHS customersTake accountability for help desk operations performance, meeting customer expectations, and driving future improvements focusing on critical issues and driving teams to meet or exceed requirementsMaintain focus on metrics, review and track ticket processes working closely with functional leads ensuring effective tracking, actions, and efficient closure of ticketsMinimum Qualifications:Bachelor of Science (BS) degree.10+ years of relevant experience in service desk or program management.4+ years of hands-on leadership experience in service desk support and operations.One of the following certifications is required: ITIL Certification, Security+, PMP CertificationPreferred Qualifications:Help Desk Institute (HDI) certificationFamiliarity with Agile methodologiesExperience with ServiceNow, JIRA, and MS Office suite (beyond Excel/PowerPoint)Prior or current experience working with or supporting the Department of Homeland Security (DHS)Clearance Requirements:Active Secret with eligibility for Top SecretMust be able to pass DHS suitabilityPhysical 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 presentationsAbility to travel to DHS locations within CONUS and OCONUS as requiredManTech International Corporation considers all qualified applicants for employment without regard to disability or veteran status or any other status protected under any federal, state, or local law or regulation.If you need a reasonable accommodation to apply for a position with ManTech, please email us at

Expected salary:

Location: Herndon, VA

Job date: Sat, 10 May 2025 04:48:05 GMT

Apply for the job now!