Location Support Center Lead

ManTech is seeking a motivated, career and customer-oriented Location Support Center (LSC) Lead to lead a team of IT support professionals responsible for incident response, deskside service, and project management.  As LSC Lead, you will be a working lead supporting the customer as an Enterprise IT Support Officer (EITSO) as well.Responsibilities include, but are not limited to: Lead: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 a.m. - 8:00 p.m. Leveraging problem solving skills to provide solutions and work with customer in providing resolution.Analyzing, troubleshooting, designing, and implementing fixes without escalating to Tier 3 support Performing remote desktop triage and system repair using remote tools.Maintaining and updating records and tracking databases.Answering questions regarding system procedures, online transactions, systems status and downtime proceduresCollaborating with network services, software systems engineering and/or application development to restore service and/or identify problemsUsing best practices and knowledge of internal or external business issues to improve products or servicesProviding basic user training in support of off-the-shelf applications and office products.Solving complex problems; takes a new perspective using existing solutionsCreating contract required documents in a timely and detailed manner (technical monthly reports, presentations, etc.)Lending expertise and institutional knowledge to improve the overall excellence of the team by supporting the creation of Knowledge Articles, Work Instructions, SOPs, etc.Monitoring customer satisfaction which includes routine interaction with customers and staff and build strong trusting professional relationships.Creating presentations, reports, and metrics as assigned.Performing HR duties as assigned, including but limited to: interviewing, hiring, career enablement, performance counseling, compensation planning, and requisition creation.Attending customer meetings and providing detailed minutes as required.Providing input on team's progress, accomplishments, roadblocks, etc. and brief as required. Providing solutions to issues whenever possible.Recommending, developing, and measuring key performance indicators (KPI) as needed to monitor performance using appropriate tools and techniques.Hours of coverage: Individual shift may vary, but you will be a member of a team that provides coverage from 6:00 a.m. - 8:00 p.m.   Basic Qualifications: Component System Administration (CMA) Certification.Demonstrated ability managing teams with a diverse range of skillsets in direct support to customer.A minimum of 9 years direct knowledge of the customer's operational environment, including (but not limited to) ticketing systems, desktop technologies, corporate applications, access administration, and voice and video infrastructure.Excellent oral and written 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."¯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 status, issues, etc. across the team and offer solutions to any issues.Experience briefing and communicating with high-level customers.Self-motivated, organized, with excellent interpersonal, written, and verbal communication skills.Ability to adapt to quickly changing tasks and requirements and the ability to quickly learn new skills while on the job.Demonstrated problem solving and technical skills to resolve critical IT issues.Expertise, training and actual work experience with specific, systems and technologies.Bachelor's degree and a minimum of 9 years of relevant experience. 4 additional years of experience may be substituted for a degree to total of 13 or more years of relevant experience.Preferred Qualifications: Directorate Mission Administration (DMA) CertificationPMP® or equivalent project management certificationIAM III certificationExperience with ServiceNow ITSM & ITBMPrior experience managing projects from mid-high complexityITIL® v4 Foundation, or higher, certificationSecurity Clearance Requirements: Current/active TS/SCI with PolygraphPhysical Requirements: Must be able to remain in a stationary position 50%.Must be able to move/traverse within and between buildings and offices.Must be able to position self to maintain computers, including under the desks and in the server closet.Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer."¯Must be able to move Audio/Visual or Computer equipment weighing up to 50 pounds."¯Ascends/descends a ladder, 10+ feet high while pulling cables and adjusting equipment.

Created: 2025-03-01