How MANTECH Cuts Tier 1 Support Workload by 50% with AI

The Opportunity

MANTECH’s prior support model offered opportunities for modernization and improvement, leading MANTECH to aim to: 

• Transform Tier 1 support and knowledge delivery, shifting from traditional reactive models to proactive, intelligent engagement.
• Support a larger demand on IT and HR support teams from MANTECH’s rapid growth  to help employees across secure facilities, client sites, and remote settings. 
• Enable operations in some of the most complex environments in the world, since MANTECH is a leading provider of technology services, digital solutions, and operationalized data to U.S. federal agencies.

MANTECH is committed to finding ways to turn these challenges into opportunities to make the future happen now in real time. In practice, this has meant:

• MANTECH’s innovation culture maps to rapid deployment of Data and AI for Defense, Intelligence Community and Federal Civilian agency clients.
• Their “Proven Here First” approach demonstrates this commitment to AI for the company and the government clients they support. MANTECH applies and tests  emerging technologies internally before recommending and deploying them externally.
• This forward-looking approach drove MANTECH’s  implementation of AI-driven support for all our employees - speeding operational success across the board for industry-leading performance and cost efficiency

The Right Partner

Moveworks was chosen for its platform-agnostic design, advanced issue resolution, and alignment with MANTECH’s vision.

In July 2024, MANTECH launched Ask MANTECH, an AI-powered Assistant built on Moveworks, to automate Tier 1 support across IT and HR.

Ask MANTECH was part of a transformative strategy, reimagining how employees would be supported. The rollout began with IT & HR, but soon included other functions such as Compliance and Program Management.  

Key aspects of the solution:

• Cross-functional enablement — IT, HR, and change management collaborated to ensure adoption and trust.
• Seamless integration — Works across Slack, Google Chat, and other platforms while meeting strict cybersecurity requirements.
• Streamlined onboarding — New hires quickly get answers to FAQs and policies.
• Always-on assistance — Provides global employees with 24/7 support.
• Smarter operations — Automates recurring Tier 1 requests like software provisioning and login issues.
• 30+ custom agents developed — Created using Agent Studio for critical systems like Workday and Salesforce, automating routine processes and improving efficiency.
• Expanded knowledge access — Connects employees with more than 600 policies and documents via File Search and integrations with Google Drive and HR systems.

The result

The impact was immediate and measurable:

• 50% reduction in IT Tier 1 full-time equivalents (FTEs) to date
• 52% projected IT & HR Tier 1 cost reduction by 2027
• 64% reduction in login issues; 94% drop in RSA token-related requests
• 68% reduction in call center volume
• 93% customer satisfaction (CSAT) rating
• 70%+ adoption rate in year one
• 125K+ employee conversations in year one

These results demonstrate how MANTECH operationalized AI-driven support while maintaining the highest levels of federal compliance and security.

Looking forward

Ask MANTECH has shifted Tier 1 support to proactive engagement, setting a new standard for intelligent knowledge delivery. Next, the company plans to extend automation into Tier 2 with tools like Agent Studio, Ticket Interceptor, Enterprise Search, and Agent2Agent to streamline complex issues, consolidate knowledge, and enhance collaboration securely at scale.