Location Support Center Lead

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:

• 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 periods.
• Must be able to move/traverse within and between buildings and offices, position self to maintain equipment and cabling-including 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.