Senior Enterprise Service Desk Technician

General information

Description & Requirements

MANTECH seeks a motivated, career and customer-oriented Senior Enterprise Service Desk Technician to join our team in Doral, Florida.

Responsibilities include but are not limited to:

• Serve as a primary escalation point, offering advanced mentorship, technical guidance, and leadership to mid and junior technicians in resolving complex incidents.

• Possess extensive and specialized knowledge of enterprise systems and applications, often leading in a specific technical area, and proactively identify and resolve potential systemic problems to minimize disruptions.

• Lead the development and maintenance of comprehensive knowledgebase articles, advanced troubleshooting guides, and specialized training materials.

• Lead and manage small-to-medium-sized projects and initiatives focused on improving Enterprise Service Desk processes through efficiency and innovation.

• Conduct in-depth trend analysis of support requests, identify recurring issues, and recommend strategic solutions to enhance service delivery, including developing and presenting detailed performance reports.

• Demonstrate exceptional communication, interpersonal, and leadership skills to build strong relationships, and stay current with the latest technologies and industry best practices to recommend new tools and methodologies.

Minimum Qualifications:

• HS diploma: a candidate holding a relevant bachelor’s degree may be granted 2 years’ experience credit for education.

• 7+ years of experience with 5+ years of position-specific relevant experience.

• Deep understanding of operating systems (e.g., Windows, macOS, Linux).

• Expertise in troubleshooting hardware, software, and network problems and proficiency in using remote support tools and ticketing systems.

• Knowledge of ITIL-informed processes and best practices.

• Experience with enterprise applications and systems (e.g., Active Directory, Microsoft 365, cloud services).

Desired Qualifications:

• Bachelor’s degree in information technology, computer science, or a related field.

• Knowledge of ITSM tools such as ServiceNow and Jira.

• Experience with scripting or automation tools.

• ITIL Foundation certificate, Cisco Certified Network Associate (CCNA), Microsoft certifications, and relevant IT certifications (e.g., CompTIA A+, Network+, Security+, ITIL Foundation).

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

Clearance Requirements:

• Must have an active Secret clearance.

Physical Requirements:

• Must be able to remain in a stationary position 50%.

• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer.

• 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.