**ManTech** is seeking a motivated, customer-oriented **Service Desk Supervisor** to join our team in Altadena, California. This is a hybrid position. **Responsibilities include but are not limited to:** + Communicating with key stakeholders: Program Management, client management, client end users, etc. + Supervises a team of 20-25 service desk agents in a 24x7 IT environment. + Manages and updates all Program Deliverables associated with the Service Desk including, but not limited to, Monthly Status Reports, Performance Analytics, Service Level Agreement (SLA) metrics, Quarterly Management Presentations, etc. + Handles all day-to-day escalations from Service Desk agents, client stakeholders and client end users. + Creates, updates, and reviews all Knowledge Base Articles (KBA). Is the main point of contact for all KBA and call routing process/procedures. + Works continuous improvements for all Service Desk activities. + Trains all Service Desk staff on work requirements and deliverable. + Manages all staff administration, career goals, performance reviews. + Works directly with customer stakeholders on issues, outages, etc. + Works cross-functionally with entire Program Team. + Manages and resolves all Unsatisfaction Survey responses by analyzing process/procedure gaps and updating resolution per continuous improvements. + Works in alignment with the Service Delivery Manager to ensure excellence in customer service and satisfaction. + Responsible for all Service Desk reporting requirements. + Works in collaboration with customer stakeholders regarding outages, tracking of outages, communications via Service Desk, major escalation activities, routing guides, knowledge base articles, and incident management including customer groups/divisions. + Manages all incident tickets via ServiceNow. + Utilizes Microsoft TEAMS to keep in touch and update Service Desk agents, along with key Program POCs + Help design, document, and maintain ServiceNow processes. Support the program Service Delivery managers to help improve procedure/process gaps and areas which require automation and innovation. + Communicate any key insights to the Management team for improvements to end user experience. + Consistently document ways to deliver better value to the customer and end user environment. Bring these insights to the program management team. + Act as the key point of contact between client end users, service desk agents and the internal program team. + Continuously look for ways to improve processes related to end user experience to increase efficiencies. + Works with stakeholders to understand needs and possible best solutions. + Meet or exceed end user expectations. + Manages multiple demands and maintains forward progress on assigned work. **Minimum Qualifications:** + Experience in a Service Desk Lead or Supervisor role, with a focus on exceeding customer expectations and end user experiences. + Experience with the following related tools: + ACD/IVR, contact center systems. + ServiceNow + M365 applications + Word, Excel, PowerPoint + Previous leadership (Lead or supervisor role) within a 24x7x365 environment + Escalated technical ability in Service Desk environments. + Experience with 24x7x365 staff scheduling. + Knowledge of ServiceNow and ability to work incident and request tickets via SNOW. + Comfortable working under pressure. Does not require extensive follow-up from management on completion of tasks. Agile and meets quick turnaround demands and deadlines. + Comfortable taking initiative with a good sense of when escalation/discussion is needed before acting. + Acts with urgency to respond to customer-service impacting issues. + Exceptional communication skills. Proactively communicates, not leaving stakeholders with uncertainty regarding status. Knows what type of communication is suited to different situations (i.e., phone call, meeting, e-mail, Teams chat, text message, etc.). + Ability to collaborate well with people from many different disciplines with varying degrees of technical experience including leadership, customer end users, field support, system administrators, network administrators, database administrators, analysts, and cybersecurity. + Works in a graceful, positive, and confident manner with patience and flexibility. As the position deals with high-stress situations cross-functionally, able to appropriately de-escalate in conflict situations to keep all resources and stakeholders focused. + Rigorous attention to detail. + Effectively manages risks and benefits to assure the business and its customers are not negatively impacted. + Knowledge management experience - Ability to vet a process and create Standard Operating Procedures and Knowledge Base Articles. + Relevant progressive experience in an environment with concurrent demands from multiple functions (business and IT). + Experience and knowledge in generating process documentation. + Able to prioritize and execute tasks in a high-pressure environment. + Ability to be self-motivating and work independently. + Experience working in a team-oriented, collaborative environment. + Excellent communication and organizational skills with the ability to manage multiple tasks and collaborate with different teams. + Problem-solving mindset, able to work with others to find solutions. + A minimum of 4-6 years of experience in Service Desk Agent Lead roles + A minimum of 4-6 years of experience as a Service Desk supervisor managing a 24x7 ACD environment – IT environment preferred. + Knowledge of ServiceNow using Incident and Request management + Knowledge of Major Incident Management escalation processes + A minimum of 6-10 years of customer support experience **Preferred Qualifications:** + Preferred bachelor’s degree in business, Information Technology, or related discipline Strong written and verbal communication skills. + Experience with SharePoint, Microsoft, ServiceNow, etc. + Excellent listening, presentation, and intrapersonal skills + Experience in supporting Government agencies. **Clearance Requirements:** + Must be U.S. citizen. + Must be willing and able to obtain a Tier 2 Public Trust **Physical Requirements:** + Be available to support customers in an ever changing, highly dynamic 24x7 Service Desk environment. + Position is hybrid requiring both remote and on-site support. + Able to work full time at a computer and attend video conference calls. ManTech International Corporation, as well as its subsidiaries proactively fulfills its role as an equal opportunity employer. We do not discriminate against any employee or applicant for employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. If you are a qualified individual with a disability and require a reasonable accommodation to apply for a position with ManTech through its online applicant system, please email us at careers@mantech.com and provide your name and contact information.