Mantech

MANTECH seeks a motivated, career-oriented, and customer-focused Location Support Center (LSC) 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 LSC 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:

• 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:

• 11+ years of related work experience; a Bachelor’s degree can be substituted for 4 years’ experience; OR a Master’s degree can be substituted for 6 years of experience; OR any of the relevant certifications can be used as 6 months of experience:  PMP, ITIL, ServiceNow, Agile/Scrum Certifications, HDI Support Center Manager, CompTIA Project+, Six Sigma Green Belt, BICSI Installer 1 / Installer 2 (Copper & Fiber), Data Cabling Installer (DCI), Fiber Optics Installer (FOI), Certified Fiber Optic Technician (CFOT), CompTIA A+, CompTIA Network+, Cisco Certified Support Technician (CCST), Cisco Certified Network Associate (CCNA), ITIL Foundation (IT Service Management), CompTIA A+, CompTIA Network+, HDI Support Center Analyst (HDI-SCA), Microsoft Certified: Modern Desktop Administrator Associate, CompTIA Security+, Cisco Certified Network Associate (CCNA), Certified Information Systems Security Professional (CISSP), CUSTOMER specific Component Mission Administrator (CMA) or Directorate Mission Administrator (DMA)

• 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.