Location Support Center Lead

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.