Desktop Support Services Help Desk Lead

Desktop Support Services Help Desk Lead

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 necessary
• Provide 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 stakeholders
• Identify, investigate, and analyze processes and activities, leading and mentoring team members to continuously improve help desk services and processes
• Work closely with other teams and stakeholders to maintain focus on key requirements and support to DHS customers
• Take accountability for help desk operations performance, meeting customer expectations, and driving future improvements focusing on critical issues and driving teams to meet or exceed requirements
• Maintain focus on metrics, review and track ticket processes working closely with functional leads ensuring effective tracking, actions, and efficient closure of tickets

Minimum Qualifications :

Preferred Qualifications :

Clearance Requirements :

Physical Requirements :