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.

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Service Desk Tier 1 Lead

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