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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Enterprise Service Desk Manager - **Company:** Mantech International Corporation - **Location:** Doral, FL, United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Apple Mac Systems, JIRA, Linux, Issue Tracking Systems, Office Suite, Cloud Services, Remote Service Software, Scripting, Enterprise Software Applications, Information Technology, Cisco, Servicenow - **Published:** July 7, 2026 - **Apply:** https://www.clearancejobs.com/jobs/9016178/enterprise-service-desk-manager ## About the Role * HS diploma: a candidate holding a relevant bachelor's degree may be granted 2 years' experience credit for education. * 7+ years of experience with 5+ years of position-specific relevant experience. * Deep understanding of operating systems (e.g., Windows, macOS, Linux). * Expertise in troubleshooting hardware, software, and network problems and proficiency in using remote support tools and ticketing systems. * Knowledge of ITIL-informed processes and best practices. * Experience with enterprise applications and systems (e.g., Active Directory, Microsoft 365, cloud services). Desired Qualifications: * Bachelor's degree in information technology, computer science, or a related field. * Knowledge of ITSM tools such as ServiceNow and Jira. * Experience with scripting or automation tools. * ITIL Foundation certificate, Cisco Certified Network Associate (CCNA), Microsoft certifications, and relevant IT certifications (e.g., CompTIA A+, Network+, Security+, ITIL Foundation). * Experience at a DoD Combatant Command (e.g., SOUTHCOM, NORTHCOM, CENTCOM, CYBERCOM, INDOPACOM, EUCOM, AFRICOM, STRATCOM, TRANSCOM, SOCOM, SPACECOM) or a component. Clearance Requirements: * Must have an active Secret Clearance * Must be eligible to obtain Top Secret clearance with SCI eligibility Physical Requirements: * Must be able to remain in a stationary position 50%. * Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer. * The person in this position frequently communicates with co-workers, management and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situations. ## Description MANTECH seeks a motivated, career and customer-oriented Enterprise Service Desk Manager to join our team in Doral, Florida., * 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. ## Related Videos - [Security Pitfalls for Software Engineers](https://www.wearedevelopers.com/videos/726-security-pitfalls-for-software-engineers) - [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team) - [Docker network without Docker](https://www.wearedevelopers.com/videos/1418-docker-network-without-docker) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [From Global Capability Centers to AI-Powered Command Centers](https://www.wearedevelopers.com/videos/100096-from-global-capability-centers-to-ai-powered-command-centers) - [Computer Vision from the Edge to the Cloud done easy](https://www.wearedevelopers.com/videos/263-computer-vision-from-the-edge-to-the-cloud-done-easy) ## Related Articles - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [Should Tech Managers Be Developers First? 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