Today
Top Secret/SCI
Unspecified
Unspecified
IT - Support
Herndon, VA (On-Site/Office)
MANTECH seeks a motivated, career-oriented, and customer-focused Location Support Center Lead to join our team in Herndon, VA. In this role, you will lead a team of IT support professionals responsible for incident response, network installations, and project management. The Location Support Center Lead utilizes ITIL-based processes to manage and resolve incoming incidents and requests. The 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:
Minimum Qualifications:
Preferred Qualifications:
Clearance Requirements:
Physical Requirements:
Responsibilities include, but are not limited to:
- Lead a diverse team providing all aspects of IT operations support, covering shifts from 6:00 AM to 6:00 PM. Core hours for this role are Monday through Friday, 7:00 AM to 3:30 PM, with flexibility to assist early and late shifts as needed.
- Use ITIL-based processes for effective triage, categorization, and resolution of incidents and requests, including remote desktop troubleshooting.
- Support all facets of IT installations, including placement of desktop equipment, printers, CAT5 and fiber optic cabling, rack-mounted network equipment, switches, workstations, and communication devices.
- Perform HR-related duties including interviewing, hiring, career development, performance management, compensation planning, and requisition creation.
- Enhance team performance by contributing to the development of Knowledge Articles, Work Instructions, and SOPs.
- Ensure compliance with customer Key Performance Indicators (KPIs).
- Travel locally between buildings or to alternate locations for special projects as needed.
Minimum Qualifications:
- HS diploma and 11+ years of work experience OR Bachelor's degree and 7+ years of experience OR a Master's degree and 5+ years of experience
- 7 years' experience in a similar operational environment, including ticketing systems, desktop technologies, installations, access administration, and voice/video infrastructure.
- Proven leadership managing diverse teams in direct customer support.
- Strong ability to maintain effective working relationships with stakeholders, technical teams, and customers.
- Capable of communicating project status and offering solutions to challenges.
Preferred Qualifications:
- PMP or equivalent project management certification.
- Experience in help desk leadership, IT hardware refresh, deskside support, and installation of hardware, networks, VoIP phones, and A/V equipment.
- CMA or DMA Certification.
- Strong communication skills across varied audiences.
- Flexibility and quick adaptation to changing tasks and learning on the job.
Clearance Requirements:
- Active TS/SCI with Polygraph
Physical Requirements:
- Ability to remain stationary for at least 50% of the time.
- Operate computers, phones, and office equipment for extended periods.
- Move between buildings and office environments, maintain equipment under desks, in server closets, and confined spaces.
- Lift and move equipment weighing 50+ pounds; use carts or perform team-lifts as needed.
- Ascend/descend ladders over 10 feet while managing cables and equipment.
group id: RTX14564a
ManTech Corporate Capabilities
