MANTECH seeks a motivated, career and customer-oriented Location Support Center Lead to join our team in McLean, VA. In this role, you will lead a team of IT support professionals responsible for incident response, installations, and project coordination. As the LSC Lead, you will ensure Tier 1–2 support coverage for infrastructure and mission applications, leveraging ITIL-based processes to address service requests and incidents efficiently.
Responsibilities include, but are not limited to:
- You will lead a team with a wide range of IT skillsets delivering full-spectrum operational support from 6:00 AM to 6:00 PM. The required shift is Monday through Friday, 7:00 AM to 3:30 PM. Flexibility is required to support early and late shifts as needed.
- You will manage and resolve incidents, requests, and demands by applying ITIL-based methodologies including triage, categorization, and remote troubleshooting using system tools.
- You will support installations involving physical placement of desktop IT hardware including printers, CAT5 and fiber optic cabling, rack-mounted network devices, switches, workstations, and communication equipment.
- You will carry out HR responsibilities including interviewing, hiring, career development, performance counseling, compensation planning, and managing job requisitions.
- You will enhance team performance by developing and contributing to Knowledge Articles, Work Instructions, and SOPs.
- You will help meet and exceed customer Key Performance Indicators (KPIs) relevant to the program’s success.
- You may be required to travel locally between customer buildings or temporarily work at alternate sites to support special projects.
Minimum Qualifications:
- High School Diploma with 11+ years of relevant experience or Associate’s Degree with 9+ years, or Bachelor’s Degree with 7+ years of experience.
- Minimum of 7 years of experience working in the customer’s operational environment, including areas such as ticketing systems, installations, desktop support, corporate applications, access control, and voice/video technologies.
- Demonstrated leadership experience managing teams with diverse IT skillsets.
- Strong record of fostering positive relationships with customers, stakeholders, and cross-functional teams.
- Ability to effectively track project progress and proactively resolve technical or operational challenges.
Preferred Qualifications:
- PMP or equivalent certification in project management.
- Experience in leading help desk operations, IT equipment refresh initiatives, deskside support, and installations of hardware, networking, VoIP, and A/V systems.
- Component Mission Administrator (CMA) or Directorate Mission Administrator (DMA) Certification.
- Strong interpersonal communication skills for collaborating across teams, leadership, and customer representatives.
- Ability to quickly adapt to evolving priorities and learn new technologies or procedures 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.