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Currently, ManTech is seeking a motivated, career and customer-oriented Midlevel Operations Support Center (OSC) Incident Management Specialist to join our team in Annapolis Junction, MD or Colorado Springs, CO.

It is the responsibility of the Incident Management Specialist to manage the lifecycle of all incidents from creation to closure. The Incident Management Specialist is also responsible for development and delivery of reports, identifying opportunities for improvement and for auditing the process at an operational level, ensuring the process is effectively managed.

Responsibilities include, but are not limited to:

• Monitoring Remedy queues to ensure that all elements of incident tickets, such as required fields, correct assignments, and proper documentation, are in place.

• Monitoring Remedy queues to ensure incident tickets are closed/updated in a timely manner with the appropriate level of detail.

• Monitor, update and ensure closure of all incident tickets assigned to the OSC.

• Support, update and assist with the resolution of all incident tickets contract wide by contact with the incident owner.

• Preparing and presenting daily/weekly/monthly detailed reports on all incident tickets as requested.

• Creation and monitoring of system/service uptime with Availability Reporting.

• Perform quarterly audits of tickets to ensure that consistent quality of ticket information and timely updates/closures are being followed.

Basic Qualifications:

• 2+ years of experience in IT Operations or IT Service Management in operations support services in a complex and large-scale environment

• Prior experience in Incident Management with experience using the Remedy IT Service Management Solution and Microsoft Office Suite

• Experience with Microsoft Excel Pivot tables and reporting features.

• Experience in using conditional formatting and inserting formulas in Microsoft Excel.

• Knowledge of how incident management interfaces with problem management.

• Strong technology process management skills and ability to successfully manage up, down and across the organization.

• Good interpersonal, oral, and written communication skills with the ability to communicate clearly and effectively with the business, suppliers, and partners.

• Able to present and communicate technical concepts in a clear and concise manner to all levels of the organization.

• Exhibit a strong work ethic.

Preferred Qualifications:

• Solid experience of continual service improvement programs

• Solid experience in process development, deployment, and operations

• ITIL Certification or Six Sigma Certification

• Bachelor’s Degree in IT Management or equivalent education

Security Clearance Requirements:

• Active DOD Secret clearance and ability to obtain agency suitability clearance.

Physical Requirements:

• Must be able to read, review and effectively respond to electronic as well as verbal communications.

• This position supports an IT operations environment. All employees should expect to support work on nights and weekends and may be included in an on-call rotation for after-hours support.

• Must be able to remain stationary up to 75% of the time in an office environment.

• Must be able to traverse between one work location to another to accomplish work duties.

• Must be able to operate IT equipment such as a computer, copier, fax machine, etc.

The projected compensation range for this position is $65,300-$108,600. There are differentiating factors that can impact a final salary/hourly rate, including, but not limited to, Contract Wage Determination, relevant work experience, skills and competencies that align to the specified role, geographic location (For Remote Opportunities), education and certifications as well as Federal Government Contract Labor categories. In addition, ManTech invests in it’s employees beyond just compensation. ManTech’s benefits offerings include, dependent upon position, Health Insurance, Life Insurance, Paid Time Off, Holiday Pay, Short Term and Long Term Disability, Retirement and Savings, Learning and Development opportunities, wellness programs as well as other optional benefit elections.

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) 218-6000. 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.

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