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Mantech
MANTECH
Any Location, FL
Category
Information Technology
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Job Description
MANTECH seeks a motivated, career and customer-oriented Enterprise Service Desk Manager to join our team in Doral, Florida. The role includes leading and managing small-to-medium-sized projects, conducting trend analysis, and demonstrating exceptional communication and leadership skills.
Requirements
Serve as a primary escalation point, offering advanced mentorship, technical guidance, and leadership to mid and junior technicians in resolving complex incidents.
Possess extensive and specialized knowledge of enterprise systems and applications, often leading in a specific technical area, and proactively identify and resolve potential systemic problems to minimize disruptions.
Lead the development and maintenance of comprehensive knowledgebase articles, advanced troubleshooting guides, and specialized training materials.
Lead and manage small-to-medium-sized projects and initiatives focused on improving Enterprise Service Desk processes through efficiency and innovation.
Conduct in-depth trend analysis of support requests, identify recurring issues, and recommend strategic solutions to enhance service delivery, including developing and presenting detailed performance reports.
Demonstrate exceptional communication, interpersonal, and leadership skills to build strong relationships, and stay current with the latest technologies and industry best practices to recommend new tools and methodologies.
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