Location Support Center Lead

MANTECH seeks a motivated, career and customer-oriented Location Support Center Lead to join our team in Herndon, VA. In this role, you will lead a team of IT support professionals handling incident response, network installations, and project management. As LSC Lead, you’ll use ITIL-based processes to manage and resolve incoming incidents and requests. Your team provides daily Tier 1–2 support for IT infrastructure and mission applications, including issue identification, troubleshooting, and installation.

Responsibilities include, but are not limited to:

• Leading a team with a diverse range of skillsets engaged in providing all aspects of IT Operations support and delivery providing coverage from 6:00 AM to 6:00 PM. The required shift is Monday through Friday 7:00 AM to 3:30PM. As manager, you will be required to have flexibility to assist both early and late shifts as needed.
• Utilizing ITIL-based processes to manage and resolve incoming incidents, requests, and demands through effective triage, categorization, and remote desktop troubleshooting using system repair tools.
• Supporting all facets of installations, which includes the physical placement of which includes the physical placement of desktop IT equipment to include printers, CAT5 and fiber optic cable, rack mounted network equipment, switches, workstations, and communications equipment as required.
• Performing HR duties as assigned, including but not limited to: interviewing, hiring, career enablement, performance counseling, compensation planning, and requisition creation.
• Lending expertise and institutional knowledge to improve the overall excellence of the team by supporting the creation of Knowledge Articles, Work Instructions and SOPs.
• Supports customer Key Performance Indicators (KPI) required of the program.
• Local travel may be required between customer buildings or temporary assignment to an alternate location in support of special projects.

Minimum Qualifications:

• High School Diploma with 11+ years of experience, an Associate’s Degree with 9+ years of experience, or a Bachelor’s Degree with 7+ years of experience.
• Minimum 7 years of experience having direct knowledge of the customer’s operational environment, including (but not limited to) ticketing systems, installations, desktop technologies, corporate applications, access administration, and voice and video infrastructure.
• Demonstrated ability managing teams with a diverse range of skillsets in direct support to customer.
• Proven ability to build and maintain constructive relationships among customers, stakeholders, technical teams, and contractors across the customer base.
• Ability to understand and discuss project statuses across the team and offer solutions to any issues.

Preferred Qualifications:

• PMP or equivalent project management certification.
• Related work experience leading a team in a technical help desk position, refreshing of IT equipment, providing deskside IT support and installation of IT hardware, networks, VoIP phones, and/or audio/video equipment.
• Component Mission Administrator (CMA) or Directorate Mission Administrator (DMA) Certification.
• Strong communication skills due to variety of groups to be working with, such as co-workers, management, and customers; must be able to exchange accurate information.
• Ability to adapt to quickly changing tasks and requirements and the ability to quickly learn new skills while on the job.

Clearance Requirements:

• Must have a current/active TS/SCI with Polygraph.

Physical Requirements:

• Must be able to remain in a stationary position at least 50% of the time. Constantly operate a computer, phone, and other office equipment for extended periods of time.
• Must be able to move/traverse within and between buildings and offices, position self to maintain equipment and cabling, including under the desks, while moving floor tiles, and in server closets, some of which may be confined spaces.
• Must be able to move Audio/Visual or Computer equipment weighing 50+ pounds, some equipment may require team-lift or the use of carts. Ascends/descends a ladder, 10+ feet high while pulling cables and adjusting equipment.