What are the responsibilities and job description for the IT Service Desk Queue Manager position at MANTECH?
ManTech seeks a motivated, career and customer-oriented IT Service Desk Queue Manager to join our team in Doral, FL.
Responsibilities Include But Are Not Limited To
Responsibilities Include But Are Not Limited To
- Prioritizes, assesses, and manages ITSM incidents, requests, and inquiries, providing full ITSM support across Incident, Problem, Change, Release, and Configuration Management.
- Ensures efficient routing and adherence to processes for ITSM tickets, and conducts incident reporting and analysis.
- Communicates pertinent requirements and guidance for each ITSM environment authority.
- Monitors, reports, and analyzes incidents, with daily volume depending on complexity, system availability, and personnel response times.
- Provides consistent service to address incident resolution requirements.
- Researches, reviews, monitors, manages, and delivers reports on incidents and alerts.
- Collaborates with various teams and stakeholders, attends TEMs, and provides direction and mentorship to subordinate staff, reporting to the DoDIN Operations Lead.
- BA/BS in Computer Science, Information Technology, Business Administration, or a related field or 4 years of additional experience in lieu of a degree.
- 4 years of relevant IT Operations or ITSM experience.
- 2 years of experience with service delivery operations as a collector, processor, analyst, or reporter of ITSM incidents.
- Experience with ITSM tools such as Remedy or ServiceNow, collaborating with stakeholders during incident and outage response, and documenting incidents and generating reports.
- Knowledge of networks, endpoints, and cloud operations. Ability to analyze events and identify potential incidents. ITIL Foundation certification.
- Master’s degree in Computer Science, Information Technology, Business Administration, or a related field.
- 4 years of experience in software development lifecycle, large-scale computing, modeling, cybersecurity, anomaly detection, Security Operations Center (SOC) incident detection, threat analytics, security incident and event management (SIEM), information technology (IT), and operations incident response.
- Experience with Asset Management or Inventory management of government property.
- Experience with military/diplomatic operations working within a J-6/G-6/S-6 Directorate or with Special Operations Forces (SOF) or the Department of State (DoS), leading and performing cybersecurity risk assessments for and across multiple commands, agencies, and regionally distributed locations in a Security Operations Center (SOC).
- ITIL Intermediate/Expert Level Certifications (e.g., ITIL Managing Across the Lifecycle, ITIL Specialist: Incident Management), Control Objectives for Information and Related Technology (COBIT), CompTIA Security , Certified Incident Handler (CIH) or GIAC Incident Handler (GCIH), Project Management Professional (PMP), or PRINCE2. AWS Certified Cloud Practitioner, Microsoft Azure Fundamentals, or Google Cloud Certified Professional Cloud Architect
- Experience at a DoD Combatant Command (e.g., SOUTHCOM, NORTHCOM, CENTCOM, CYBERCOM, INDOPACOM, EUCOM, AFRICOM, STRATCOM, TRANSCOM, SOCOM, SPACECOM) or a component is desired.
- Must have an active/current Secret security clearance.
- Must be eligible to obtain and maintain a TS/SCI clearance
- Must be able to be in a stationary position more than 50% of the time
- Must be able to communicate, converse, and exchange information with peers and senior personnel
- Constantly operates a computer and other office productivity machinery, such as a computer
- 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
- The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc