General Information
Requisition R64987 Locations: USA-VA-Herndon Posting Date: 12302025 Security Clearance Required: Top Secret Remote Type: Hybrid Time Type: Full time
Description & Requirements
Elevate your career with MANTECH International Corporation. Join a dynamic team dedicated to national security through cutting-edge technology. Since 1968, MANTECH has led in delivering advanced solutions to government intelligence, the Department of Defense, and Federal Civilian sectors. Dive into innovation in Digital Transformation, Cybersecurity, IT, Data Analytics, and Software Development. Your journey to impactful work and rapid growth starts now-be extraordinary at MANTECH.
This is for a future opportunity. MANTECH seeks a motivated career and customer-oriented Integration Service Delivery Manager (ISDM) to join our team in Herndon, VA. This is a hybrid position. This role acts as the unified operational leader responsible for the 24x7x365 delivery of IT services across the enterprise. The ISDM is responsible for the pulse of the IT environment, managing the full lifecycle of service delivery from the initial user interaction, Service Desk (Tier I), through proactive monitoring and operational resolution (EOC), Tier II.
Key Responsibilities
• Manage and integrate the daily operations of the Service Center, EOC, Infrastructure Operations, and Network Operations teams to ensure seamless service delivery. • Oversee the Service Desk and Desktop Support functions, ensuring efficient processing of incidents and service requests with a focus on Total Ticket Ownership (TTO) from generation to closure. • Manage the 24x7x365 Enterprise Operations Center utilizing enterprise monitoring tools (e.g., Oracle Enterprise Manager, Splunk, SolarWinds) to proactively identify and resolve issues before they impact end-users. • Ensure the operational availability and maintenance of global server storage and network infrastructure, including domestic data centers and overseas posts. • Manage the Tier II and Tier III support for Oracle 11g or higher and Microsoft SQL Server 2008 or higher databases, as well as legacy and modernized web-based applications. • Ensure all systems meet defined service levels and availability thresholds. • Reduce operational downtime for critical maintenance by accelerating the deployment of approved changes, fixes, and updates to the production environment. • Proactively monitor, tune, and optimize database performance, indexing, query optimization, and application responsiveness to enhance the overall user experience. • Oversee incident management, problem resolution, and root cause analysis for data and application-related issues, ensuring all incidents are logged and tracked to resolution in a ticket management system. • Orchestrate the escalation and transition of issues between Tier I Service Desk and Tier II EOC Ops teams, ensuring effective root cause analysis and rapid resolution. • Drive the improvement of ITSM processes, including Incident, Problem, and Change Management, and enhance Tier 0 Self-Help capabilities to reduce ticket volume. • Analyze service metrics, availability, response time, resolution time, to identify trends, improve efficiency, and ensure compliance with Government SLAs and KPIs. • Lead a large, diverse operational staff, providing training, coaching, and performance management to ensure a customer-focused and technically proficient workforce.
Minimum Qualifications
• 7 years of experience managing complex IT operations, including Service Desk and Infrastructure support in a geographically dispersed environment. • 7 years of experience managing an Enterprise Operations Center or similar 24x7 monitoring function. • Demonstrated experience managing Tier II support for diverse technologies (Windows, Linux, servers, Network appliances, SQL, Oracle databases). • Demonstrated experience with ITSM frameworks and implementing Service Level Agreements (SLAs).
Preferred Qualifications
• Technical Certifications: Help Desk Institute Support Center Manager (HDI-SCM) certification, CompTIA Security or CISSP certification. • Tools Experience: Proficiency with monitoring and ticketing tools such as Remedy ServiceNow, Splunk, SolarWinds, and AppDynamics. • Operational Modernization Experience: Shifting workload from Tier I to Tier 0 Self-Help, and implementing AIOps for predictive failure detection. • Clearance Requirements: Must hold an active Top Secret security clearance. • Physical Requirements: Must be able to remain in a stationary position for 50% of the time, constantly operating a computer and other office productivity machinery.
MANTECH International Corporation considers all qualified applicants for employment without regard to disability or veteran status or any other status protected under any federal, state, or local law or regulation. If you need a reasonable accommodation to apply for a position with MANTECH, please email us at careers@mantech.com and provide your name and contact information.