Location: Glen Burnie,MD, USA
Become an integral part of a diverse team while working at an Industry Leading Organization, where our employees come first. At ManTech International, you'll help protect our national security while working on innovative projects that offer opportunities for advancement.Currently, ManTech is seeking a motivated, career and customer-oriented Lead Service Desk Support Specialist – Tier 1 to join our team supporting a large U. S. Government program in Glen Burnie, MD.You will provide tasks and services to operate a 24 x 7 Service Desk Operation. You will be the lead expert for a Tier 1 support team who will serve as the single point of contact to answer phone calls and respond to emails and chats to troubleshoot customer issues, to support the 3,800 users and extremely large amounts of email requests. Tier 1 support shall handle approximately 4,000 tickets a month, and include opening open incidents, work orders or service request records using a ticketing system for all calls, emails, and chat messages.Responsibilities include but are not limited to:Overseeing the performance of the Tier 1 service desk operationsProviding phone, email, chat, and Service-Desk support for end users that are in-office and off-siteDirecting and monitoring problem ticket trends daily. Analyzing incidents and determining the level of support required. Applying diagnostic techniques to identify problems, investigate causes, and recommend solutionsReport performance metrics, as directedConduct training, implement corrective actions, and provide guidance to Tier 1 teamMaintaining a database utilizing the ticketing system of all telephone calls and messages received requesting customer assistanceMeet or exceed customer Service Level Agreements (SLA)Maintaining and monitoring all incident records within the ticketing system and providing assistance in their resolution when reviewing incident recordsProviding feedback on issues for the team's knowledge databaseDocumenting customer requests in call tracking system and recording the action(s) taken and follow up on deferred actionsReciting a customer supplied greeting when picking up the phoneUpdating customers via call or email or chat every 24 hours of progress and status of calls/ticketsInteracting with customers and co-workers to diagnose and resolve problemsTroubleshooting, analyzing, resolving, tracking, escalating and accurately documenting various technical problemsResolving incidents on first contact, when an active line of communication is first established with the customer using the supported remote desktop control applicationResolving all customer calls/issues within 20 minutes timeframe or escalating the call or ticket to the appropriate queue/group for resolution (Tier 2, Account Administration, Mobile Support, Asset Management, Training Team, A/V Support, Application Services, etc.) while adhering to ISO 20000 and 27001 processes and policiesResponding to and diagnosing problems through discussions with users; Includes problem recognition, research, isolation, and resolution stepsProviding assistance and participating on new project(s) testing and deployment/deliveryFollowing prescribed guidelines and official SOPsDocumenting, updating, and closing ticketsBasic Qualifications:A bachelor's degree. In lieu of a degree, an additional (6) years of experienceA minimum of (7) seven years of related experience in computer hardware, software, networking systems, and in the set-up, configuration, use, and troubleshooting of computer systemsDemonstrated experience leading a team who provide 24x7 Tier 1 support.Experience providing telephone support to end-user community on complex hardware, software and network related problems, questions, and useExperience providing training and guidance to more junior help desk personnelProven experience providing first level problem resolution on the telephone with users, walks the user through a series of steps to determine problem and classify level, priority and nature of problemExperience opening, tracking, and closing ticketsDemonstrated experience tracking the activities of field engineers to who tickets were assignedTrained and certified in automated help desk management systemsPreferred Qualifications:Proficient with ServiceNowClearance Requirements:Must be a U.S. citizenMust be able to obtain a Public TrustPhysical Requirements:Must be able to be in a stationary position more than 50% of the timeMust be able to communicate, converse, and exchange information with peers and senior personnelConstantly operates a computer and other office productivity machinery, such as a computerThe 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 situationsThe person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.