Lead Enterprise Service Desk Technician

MANTECH seeks a motivated, career and customer-oriented Lead Enterprise Service Desk Technician to join our team in Doral, FL . Responsibilities include but are not limited to: Serve as the primary point of contact for advanced technical troubleshooting via phone, email, and in-person support. Respond to and resolve customer issues at their desks as needed. Utilize tools such as Active Directory, Microsoft 365, and ITSM platforms (e.g., ServiceNow) to manage user access, incidents, and support workflows. Collaborate with stakeholders to ensure systems are fully functional and meet performance and security requirements. Create, update, maintain, and interpret technical documentation and knowledge base articles. Provide advanced technical support, troubleshooting complex hardware, software, and network issues. Act as the top escalation point for complex technical issues before escalating to Tier 3 or specialized teams. Mentor and support junior team members, sharing expertise and best practices.

Minimum Qualifications:

HS diploma: a candidate holding a relevant bachelor's degree may be granted 2 years' experience credit for education. Seven (7) or more years of professional experience with five (5) or more years of Enterprise Service Desk relevant experience. Experience with network troubleshooting, security compliance, configuration management, and Microsoft servers.

Must hold two active certifications:

Security+ or equivalent IAT Level II Certification. Microsoft certification (Certification must be obtained within 6 months of start date):

AZ-104 MS-102

Preferred Qualifications:

Experience with ServiceNow ticketing platform. Experience managing an Active Directory. Experience writing PowerShell scripts or with PowerShell Automation. Experience with Microsoft Office 365. Experience Imaging hardware and software. Experience at a DoD Combatant Command (e.g., SOUTHCOM, NORTHCOM, CENTCOM, CYBERCOM, INDOPACOM, EUCOM, AFRICOM, STRATCOM, TRANSCOM, SOCOM, SPACECOM) or a component is desired.

Clearance Requirements:

Must have an active secret clearance. Must be eligible to obtain and maintain a TS/SCI clearance.

Physical Requirements:

Must be able to remain in a stationary position 50% of the time. Must be able to lift 50lbs Will occasionally go under desk to access port faceplates, equipment, cables, and office machinery.