Today
Top Secret/SCI
Unspecified
Unspecified
IT - Support
Chantilly, VA (On-Site/Office)
ManTech is seeking a motivated, career and customer-oriented Access Administrator to serve on a team of IT support professionals responsible for providing enterprise account and access services in Chantilly, VA.
As one of the Team Leads, you will use an ITIL-based process to streamline the ingestion, triage, categorization, action, and resolution for all incoming incidents, requests, and demands. You and your team provide daily enterprise account and access services for our customers.
Responsibilities include, but are not limited to:
Basic Qualifications:
Preferred Qualifications:
Security Clearance Requirements:
Physical Requirements:
As one of the Team Leads, you will use an ITIL-based process to streamline the ingestion, triage, categorization, action, and resolution for all incoming incidents, requests, and demands. You and your team provide daily enterprise account and access services for our customers.
Responsibilities include, but are not limited to:
- Resolving technical problems and answering queries by telephone or self-service that involve computer hardware, software, network, system/application access, and telecommunications systems.
- Using ITIL-based processes to streamline the ingestion, triage, categorization, action, and resolution for incoming incidents, requests, and demands
- Analyzing, troubleshooting, designing, and implementing fixes without escalating to Tier 3 support
- Providing CMA and DMA training and coordinate training plans with PMO for resources on Program.
- Performing remote desktop triage and system repair using remote tools.
- Maintaining and updating records and tracking databases.
- Answering questions regarding system procedures, online transactions, systems status, and downtime procedures
- Collaborating with network services, software systems engineering and/or application development to restore service and/or identify problems
- Adding and removing users to groups that grant access to applications as approved
- Creating accounts, accesses, and resetting passwords
- Installing, configuring, and upgrading computer hardware and software
- Participating in the administration of e-mail systems and provisioning of accounts
- Providing network and Active Directory administration, share drives/folders, group permissions, and account administration
- Recommending, developing, and measuring key performance indicators (KPI) as needed to monitor performance using appropriate tools and techniques.
- Responsible for team meeting contractual performance criteria
- Utilizes expertise and leadership skills to direct staff and to resolve issues to ensure project goals and requirements are met
- Performing HR duties as assigned, including but limited to: interviewing, hiring, career enablement, performance counseling, compensation planning, and requisition creation.
- Recommending process, product, or service improvements
- Member of a team comprised of a variety of skills that may provide coverage from 6:00 a.m. - 6:00 p.m. Opportunities exist to provide 24x7 coverage
Basic Qualifications:
- Directorate Mission Administrator (DMA) certification
- Demonstrated ability managing teams with a diverse range of skillsets in direct support to customer.
- BA/BS and nine (9) years of experience, or a combination of education and work experience equivalent to 13 years.
- Direct knowledge of the customer's operational environment, including (but not limited to) ticketing systems, desktop technologies, corporate applications, access administration, and voice and video infrastructure.
- Ability to understand and discuss project status, issues, etc. across the team and offer solutions to any issues.
- Experience briefing and communicating with high-level customers.
- Ability to embrace diverse technical disciplines and have excellent customer intimacy skills
- Ability to adapt to quickly changing tasks and requirements and the ability to quickly learn new skills while on the job.
- Attention to detail, leadership, and collaborative and independent work process
- Demonstrated problem solving and technical skills to resolve critical IT issues.
- Expertise, training, and actual work experience with specific, systems and technologies.
- Local travel may be required between customer buildings.
Preferred Qualifications:
- Prior experience leading a small team to resolve customer issues, reporting, and escalating if needed.
- Prior experience managing projects.
- IAM III certification.
- DTO Certification
- Experience with ServiceNow ITSM & ITBM.
- Prior experience managing projects from mid-high complexity.
- ITIL® v4 Foundation, or higher, certification
Security Clearance Requirements:
- Active and current TS/SCI with polygraph.
Physical Requirements:
- Must be able to remain in a stationary position 50%.
- Must be able to move/traverse within and between buildings and offices.
- Must be able to position self to maintain computers, including under the desks and in the server closet.
- Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer.
group id: RTX14564a
ManTech Corporate Capabilities
