Today
Top Secret/SCI
Unspecified
Unspecified
IT - Support
Tysons, VA (On-Site/Office)
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:
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:
Preferred Qualifications:
Security Clearance Requirements:
Physical Requirements:
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 procedures
- Collaborating with network services, software systems engineering and/or application development to restore service and/or identify problems
- Using best practices and knowledge of internal or external business issues to improve products or services
- Providing basic user training in support of off-the-shelf applications and office products.
- Solving complex problems; takes a new perspective using existing solutions
- Creating 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) Certification
- PMP® or equivalent project management certification
- IAM III certification
- Experience with ServiceNow ITSM & ITBM
- Prior experience managing projects from mid-high complexity
- ITIL® v4 Foundation, or higher, certification
Security Clearance Requirements:
- Current/active TS/SCI with Polygraph
Physical 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.
group id: RTX14564a
ManTech Corporate Capabilities
