What are the responsibilities and job description for the Senior Technical Support Manager position at hackajob?
hackajob is collaborating with MANTECH to connect them with exceptional professionals for this role.
MANTECH seeks a motivated, career and customer-oriented Senior Technical Support Manager to join our team in Chantilly, VA. This is an onsite position.
Responsibilities Include But Are Not Limited To
MANTECH seeks a motivated, career and customer-oriented Senior Technical Support Manager to join our team in Chantilly, VA. This is an onsite position.
Responsibilities Include But Are Not Limited To
- Managing the lifecycle of all problems by detecting, logging, diagnosing, and resolving all problems
- Detecting and logging problems, communicating with stakeholders, notifying the Change Manager, conducting problem reviews and documents learned lessons, closing problems with briefs to stakeholders, then monitoring the issue(s) and following up on known error resolution progress
- Preventing reoccurrence of problems by owning the technical resolution and implementing the mitigation processes and procedures
- Performing trend analysis of important services or historical incidents
- Gathering data on incident trends, hardware and software failures, and resource utilization and capacity issues and analyzing these trends to identify potential problems and/or recurring incidents
- Identifying potential solutions, assessing the impact of each, and evaluating alternatives
- Putting strategies and processes in place to solve problems
- Coordinating all aspects of problem diagnosis and resolution
- Understanding the knowledge and skill sets throughout the IT organization to determine which subject matter experts are best suited to help solve each problem
- Maintaining an overview of the problem queue, updating status, and keeping stakeholders informed of progress
- Conducting AARs (After Action Reports) and RCA (Root Cause Analysis) with technical team members
- Facilitating data collection and analysis, looking for a long-term resolution
- Creating and managing a knowledge base with information about known errors and workarounds for the service desk and administration teams to use
- Bachelor’s degree and 7 years of related experience
- DoD 8570 IAT Level II Certification required, ex., Security
- Experience using a Service Desk ticketing system, such as ServiceNow
- Experience with Microsoft Office
- Experience with Microsoft Windows Servers; Microsoft Windows 10
- Experience with Microsoft Exchange, Active Directory, and workstation and server hardware
- Experience with DNS, Group Policy, and PKI; vSphere, Horizon View, data backup, and antivirus software
- Good working knowledge of applying security best practices from DISA and/or vendors
- ITIL Foundations certification
- Must have a current and active Top Secret clearance and be willing and able to obtain an additional polygraph
- 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.
Salary : $130,000