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 providing Tier 1–2 operational support for infrastructure and mission systems. This position offers a dynamic opportunity to manage incident response, installations, and projects using ITIL-based processes while developing and mentoring a skilled team.
Responsibilities include, but are not limited to:
Lead a team with a diverse range of skillsets engaged in all aspects of IT operations and support, covering the hours of 6:00 AM to 6:00 PM. This role requires availability for the 7:00 AM to 3:30 PM shift, Monday through Friday, with flexibility to assist early or late shifts as needed.
Manage and resolve incidents, requests, and demands using ITIL-based triage, categorization, and remote desktop troubleshooting tools.
Oversee IT installations, including the physical placement of desktop equipment, printers, CAT5 and fiber optic cables, rack-mounted network devices, switches, workstations, and communications hardware.
Perform personnel management duties such as interviewing, hiring, enabling career growth, conducting performance reviews, managing compensation planning, and creating requisitions.
Contribute expertise and institutional knowledge to improve team excellence by developing Knowledge Articles, Work Instructions, and Standard Operating Procedures (SOPs).
Support customer Key Performance Indicators (KPIs) as required by the program.
You may be required to travel locally between buildings or be temporarily assigned to other locations in support of special projects.
Minimum Qualifications:
High School Diploma with 11+ years of experience OR Associate’s Degree with 9+ years OR Bachelor’s Degree with 7+ years of experience.
At least 7 years of direct experience in the customer’s operational environment, including ticketing systems, installations, desktop technologies, corporate applications, access administration, and voice/video infrastructure.
Proven ability to manage teams with diverse technical skillsets in direct customer support.
Strong ability to establish and maintain positive relationships across stakeholders, technical teams, and customers.
Capability to assess project status, communicate effectively across teams, and offer resolution strategies to emerging issues.
Preferred Qualifications:
PMP or equivalent project management certification.
Relevant experience in technical help desk management, IT equipment refreshes, deskside IT support, and installation of hardware, networks, VoIP phones, and A/V systems.
Component Mission Administrator (CMA) or Directorate Mission Administrator (DMA) certification.
Excellent verbal and written communication skills to effectively collaborate with coworkers, management, and customers.
Flexibility to adapt to evolving tasks and requirements and the ability to acquire new skills quickly.
Clearance Requirements:
Physical Requirements:
Must be able to remain in a stationary position at least 50% of the time. Constantly operates a computer, phone, and other office equipment for extended periods.
Must be able to move/traverse within and between buildings and offices, position self to maintain equipment and cablingincluding under desks, in server closets, and other confined spaces.
Must be able to move Audio/Visual or Computer equipment weighing 50+ pounds; some equipment may require team-lifting or carts. May ascend/descend ladders 10+ feet high while pulling cables and adjusting equipment.