MANTECH seeks a motivated, career and customer-oriented Location Support Center Lead to join our team in Chantilly, VA . In this role, you will lead a high-performing team of IT support professionals focused on incident response, infrastructure installations, and project execution. Your work will ensure operational excellence and continuity through the implementation of ITIL-based processes, resolution of daily service requests, and direct oversight of Tier 1–2 support for mission systems and applications.
Responsibilities include, but are not limited to:
Lead a team with a wide range of technical skillsets to provide full-spectrum IT Operations support, ensuring coverage from 6:00 AM to 6:00 PM. Your standard shift will be Monday through Friday, 7:00 AM to 3:30 PM. Flexibility is expected to support early or late shifts as needed.
Manage incident resolution, service requests, and operational demands using ITIL-based workflows, including triage, categorization, and remote troubleshooting via desktop support tools.
Support and supervise installation activities, including the physical setup of IT infrastructure such as printers, CAT5 and fiber optic cabling, rack-mounted network equipment, switches, workstations, and communications systems.
Conduct personnel management functions, including interviewing, hiring, onboarding, performance coaching, compensation planning, and managing position requisitions.
Contribute institutional knowledge to enhance team operations through the development and refinement of Knowledge Articles, Standard Operating Procedures (SOPs), and Work Instructions.
Help the team achieve customer-defined Key Performance Indicators (KPIs) and quality targets.
You may be required to travel locally between customer facilities or provide support at alternate locations for project-based assignments.
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 relevant experience.
At least 7 years of direct experience supporting customer operational environments, including ticketing systems, installations, desktop support, enterprise applications, access administration, and voice/video infrastructure.
Proven experience managing cross-functional technical teams in direct support of mission-driven objectives.
Demonstrated ability to cultivate strong relationships with customers, technical teams, stakeholders, and contractors.
Capable of evaluating team progress, understanding project timelines, and implementing corrective actions when issues arise.
Preferred Qualifications:
PMP or equivalent project management certification.
Hands-on experience leading teams in help desk operations, IT refresh projects, deskside support, or hardware/network installations (including VoIP and A/V systems).
Component Mission Administrator (CMA) or Directorate Mission Administrator (DMA) certification.
Strong interpersonal and communication skills, with the ability to effectively interact with coworkers, leadership, and mission partners.
Ability to quickly adapt to evolving requirements and acquire new technical skills 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 operates a computer, phone, and other office equipment for extended durations.
Must be able to move/traverse within and between buildings and offices, position self to maintain equipment and cabling including beneath desks, within server rooms, and in confined spaces.
Must be able to transport Audio/Visual or Computer equipment weighing 50+ pounds, with team-lift or cart assistance as necessary. Ascend/descend ladders up to 10+ feet while handling cables or adjusting equipment.