Lead Service Desk Manager

General information

Description & Requirements

ManTech seeks a motivated, career and customer-oriented Lead Service Desk Manager to join our team in Doral, FL. 
 

Responsibilities include but are not limited to:

• The Lead Service Desk Manager is recognized as a subject matter expert in Enterprise Service Desk management, possessing extensive experience and deep technical knowledge in IT Service Management (ITSM) principles, processes, and best practices

• They lead the development, implementation, and continuous improvement of the organization’s Enterprise Service Desk strategy, ensuring alignment with business objectives, industry standards, and customer satisfaction goals

• They provide expert guidance and mentorship to other Enterprise Service Desk managers and team leads, fostering a culture of service excellence, collaboration, and continuous learning

• They lead the design and implementation of innovative Enterprise Service Desk solutions, leveraging technology and automation to optimize service delivery, enhance efficiency, and improve customer experience

• They oversee the daily operations of the Enterprise Service Desk, ensuring timely resolution of incidents, service requests, and customer inquiries

• They champion the adoption of ITIL-informed best practices, leading the implementation and continuous improvement of ITIL-informed processes, such as incident management, problem management, change management, and knowledge management

• They develop and maintain comprehensive Enterprise Service Desk documentation, including policies, procedures, knowledgebases, and training materials, ensuring that information is accurate, accessible, and relevant to the needs of the Enterprise Service Desk Team and customers

Minimum Qualifications:

• 10+ years of experience in IT service management, with at least 5 years in a leadership role managing and mentoring Service Desk Teams in a large-scale, enterprise environment.

• ITIL 4 Managing Professional or Strategic Leader certification.

• Expert-level understanding of ITIL-informed framework and best practices, including experience with implementing and managing ITIL-informed processes across various service desk functions (incident management, problem management, change management, knowledge management, etc.).

• Demonstrated experience in leading the development and implementation of service desk strategies, processes, and initiatives that align with business objectives and industry best practices.

• Extensive experience with service desk ticketing systems, knowledgebase platforms, and other service desk tools and technologies, including experience with automation, integration, and reporting capabilities.

• Proven ability to analyze service desk performance data, identify trends and areas for improvement, and implement strategies to enhance service quality, efficiency, and customer satisfaction.

Preferred Qualifications:

• Bachelor’s or Master’s degree in Information Technology, Computer Science, or a related field.

• Advanced ITIL certifications, such as ITIL Master or ITIL 4 Leader: Digital & IT Strategy. Relevant industry certifications, such as HDI Support Center Director or KCS v6 Practices Certification.

• Experience at a DoD Combatant Command (e.g., SOUTHCOM, NORTHCOM, CENTCOM, CYBERCOM, INDOPACOM, EUCOM, AFRICOM, STRATCOM, TRANSCOM, SOCOM, SPACECOM) or a component is desired.

• Experience with designing, implementing, and managing self-service portals, chatbots, and other automation tools to enhance service desk efficiency and customer experience.

• Experience with developing and delivering service desk training programs, mentoring junior staff, and fostering a culture of knowledge sharing and collaboration.

• Contributions to industry publications or presentations on service desk management topics, demonstrating thought leadership and a commitment to advancing the field.

• Active participation in professional ITSM communities and organizations, contributing to the development and dissemination of knowledge in the field.

Clearance Requirements:

• Must have an active/current Secret security clearance.

Physical Requirements:

• Must be able to be in a stationary position more than 50% of the time 

• Must be able to communicate, converse, and exchange information with peers and senior personnel 

• Constantly operates a computer and other office productivity machinery, such as a computer 

• The person in this position frequently communicates with co-workers, management, and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situations 

• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc