Senior Help Desk Specialist

MANTECH seeks a motivated, career and customer-oriented Senior Help Desk Specialist to join our team in a remote capacity.

The Senior Help Desk Specialist will support enterprise users across geographically dispersed environments by delivering timely, high-quality technical support and ensuring a seamless customer experience. In this role, you will serve as a frontline technical resource, resolving issues efficiently while contributing to continuous service improvement initiatives that strengthen overall service delivery.

Responsibilities include but are not limited to:

• Serving as the first line of support by resolving Tier 1 and Tier 2 technical issues and ensuring timely restoration of services that keep mission operations running smoothly
• Delivering exceptional customer service across phone, email, and chat channels to create a seamless and professional end-user experience aligned with MANTECH's commitment to excellence and integrity
• Actively suggesting process improvements aimed at elevating customer satisfaction.
• Troubleshooting hardware, Windows OS, Microsoft 365, Mac OS, and basic network connectivity issues to minimize downtime and maximize user productivity
• Escalating complex incidents to engineering teams with clear and thorough documentation to ensure efficient handoff and resolution continuity
• Maintaining accurate service tickets and standard operating procedures to strengthen operational consistency and team performance
• Analyzing support trends and recommending process improvements that enhance service delivery and drive measurable results

Minimum Qualifications:

• Bachelor's degree or 4+ years of additional IT experience in lieu of a degree
• 3+ years of IT support experience
• Experience with resolving Tier 1 and Tier 2 technical issues in enterprise environments
• Experience with Mac OS version 25/26 , Azure environments, M365 applications
• Working knowledge of Active Directory and/or Entra ID for user account administration
• Working knowledge of Microsoft Azure
• Experience using service management and ticketing tools such as JIRA and working within established SLA guidelines
• Ability to document technical processes and create knowledge base articles or standard operating procedures
• Ability to analyze trends in support requests to identify recurring issues, recommend solutions, and lead projects or initiatives to improve Service Desk processes.

Preferred Qualifications:

• Experience supporting Service Desk operations in enterprise or government environments
• Microsoft Azure certification or experience supporting Azure and Microsoft 365 environments
• Industry certifications such as ITIL or HDI-CSR

Clearance Requirements:

• Must have an active Secret clearance and be eligible for TS/SCI.

Physical Requirements:

• Must be able to remain in a stationary position 50% of the time.
• Needs to occasionally move about inside the office to access file cabinets, office machinery, and related equipment.
• Frequently communicates with co-workers, management, and customers, which may involve delivering presentations, and must be able to exchange accurate information in these situations.