Customer Service/Program Manager

• All ManTech employees will need to meet the requirements set forth in Executive Order 14042 and the Safer Federal Workforce Task Force Guidance requiring all covered contractor personnel to be fully vaccinated against COVID-19.
•

• Secure our Nation, Ignite your Future
•

Become an integral part of a diverse team while working at an Industry Leading Organization, where our employees come first. At ManTech International Corporation, youll help protect our national security while working on innovative projects that offer opportunities for advancement.

Currently, ManTech is seeking a motivated, career and customer-oriented Customer Service/Program Manager in Chantilly, VA

• Responsibilities include, but are not limited to:
•

• Serve as PM across a portfolio of projects, executing Service Desk industry standard SLAs

• Manage schedule, cost, and scope for Customer Service teams in the DC metro area and California of up to 20 FTEs within an ITILv4 environment. These teams deliver all the functions required for the successful customer service operations of on an information system to include service desk and deskside support.

• Lead or assist with the resolution of customer issues

• Manage projects by developing project schedules, developing/maintaining schedules, tracking progress, status reports, analyzing results, and reporting using MS Project, Jira, etc

• Serve as lead advisor to key government stakeholders on IT customer service policy and strategy

• Identify high risk areas and presenting recommendations to management

• Extensive experience using ServiceNow along with SN queries and reporting is needed.

• Analyze and manage program metrics to ensure that deliverables are in accordance with customer guidelines

• Approve timesheets, assist with completing employee evaluations, interview staff and assist with personnel management

• Report to the ManTech Director in every aspect of planning effort, new efforts, system assessments, project schedule development, cost, scope, quality, etc.

• Build and maintain influential relationships with key client personnel

• Support and promote growth of new and existing Task Orders to include proposal support

• Basic Qualifications:
•

• Project Management Professional (PMP) certification required

• Master's degree or work experience equivalent

• Minimum 5 years experience managing large service contracts

• ITILv4 Foundations certified

• Demonstrated knowledge of IT best practices, Risk Management Framework, and Continuous Monitoring

• Demonstrated customer service experience

• ServiceNow Application Specialist certification desired

• Experience managing and IT service desk

• Experience planning, scheduling, and updating program activities in MS Project, Jira, etc a plus

• Experience identifying and performing schedule risk analysis a plus

• Ability to work with minimal supervision

• Local travel in Chantilly, VA and Washington D.C. area required

• Remote travel <5% of time required

• Security Requirements:
•

US Citizenship required, and active Top Secret with SCI adjudicated within the last 6 years. Must be able to obtain a Counterintelligence (CI) Polygraph

• Physical Requirements:
•

• Must be able to remain in a stationary position 50%.

• Needs to occasionally move about inside the office to access file cabinets, office machinery, etc.

• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer.

• Often positions self to maintain computers in the lab, including under the desks and in the server closet.

• Frequently communicates with co-workers, management and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situations.

• May be asked to move Audio/Visual or Computer equipment.

For all positions requiring access to technology/software source code that is subject to export control laws, employment with the company is contingent on either verifying U.S.-person status or obtaining any necessary license. The applicant will be required to answer certain questions for export control purposes, and that information will be reviewed by compliance personnel to ensure compliance with federal law. ManTech may choose not to apply for a license for such individuals whose access to export-controlled technology or software source code may require authorization and may decline to proceed with an applicant on that basis alone.

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 because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, status as a Disabled Veteran, Recently Separated Veteran, Active Duty Wartime or Campaign Badge Veteran, Armed Forces Services Medal, or any other characteristic protected by law.

If you require a reasonable accommodation to apply for a position with ManTech through its online applicant system, please contact ManTech's Corporate EEO Department at (703) #-#. ManTech is an affirmative action/equal opportunity employer - minorities, females, disabled and protected veterans are urged to apply. ManTech's utilization of any external recruitment or job placement agency is predicated upon its full compliance with our equal opportunity/affirmative action policies. ManTech does not accept resumes from unsolicited recruiting firms. We pay no fees for unsolicited services.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access as a result of your disability. To request an accommodation please click . @mantech.com and provide your name and contact information.

locationUSA-VA-ChantillylocationUSA-VA-ChantillylocationUSA-VA-Chantilly