Location Support Center (LSC) Lead with Security ...

Where applicable, confirmation that you meet customer requirements for facility access which may include proof of vaccination and/or attestation and testing, unless an accommodation has been approved. Secure our Nation, Ignite your Future Become an integral part of a diverse team while working at an Industry Leading Organization, where our employees come first. At ManTech International Corporation, you''ll help protect our national security by providing enterprise IT support for one of our most critical customers in the Intelligence Community. As we embark on a transformational journey with our customer where high operational availability is vital and service excellence is the norm, you will be rewarded with meaningful and purposeful work, shaping the success of a new program, and gaining experiences to advance your career. 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. Teams are organized geographically across Northern Virginia. As LSC Team Lead , y ou will use an ITIL-based process to streamline the ingestion, triage, categorization, action, and resolution for all incoming incidents, requests, and demands. You and your team provide daily support to the IT infrastructure and mission applications, including Tiers 0-2, which includes problem recognition, research, isolation, resolution, and follow-up steps. Responsibilities include, but are not limited to: * 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. - 6:00 p.m. Supporting 24x7 operations and shift work may be required . * 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. * Answer ing questions regarding system procedures, online transactions, systems status and downtime procedures * Collaborat ing with network services, software systems engineering and/or application development to restore service and/or identify problems * Us ing 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. * Solv ing 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. * Local travel between customer buildings. NOTE: Multiple levels of seniority are available dependent on qualifications/experience. Basic Qualifications: * Bachelor''s degree and 4 years of relevant experience . 4 additional years of experiences may be substituted for a degree. * Demonstrated ability managing teams with a diverse range of skillsets in direct support to customer. * 4-6 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. * 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 . * Must be a self-starter , work independently, and work with a clear and defined mission. * Ability to embrace diverse technical disciplines and have excellent customer intimacy skills * Ability to adapt to quickly changing tasks and requirements and the ability to quickly learn new skills while on the job. * Attention to detail, leadership, and collaborative and independent work process * Demonstrated problem solving and technical skills to resolve critical IT issues. * Expertise, training and actual work experience with specific, systems and technologies. * B e a self-starter and work with a clear and defined mission. * D emonstrate ability to thrive and succeed in a challenging environment. Preferred Qualifications: * 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. * The person in this position frequently communicates with co-workers, management, and customers; must be able to exchange accurate information. * Resolving technical problems and answering queries by telephone or self-service that involve computer hardware, software, network, system/application access, and telecommunications systems. For all positions requiring access to technology/software source code that is subject to export control laws, employment with the company is contingent on either verifying U.S.-person status or obtaining any necessary license.The applicant will be required to answer certain questions for export control purposes, and that information will be reviewed by compliance personnel to ensure compliance with federal law. ManTech may choose not to apply for a license for such individuals whose access to export-controlled technology or software source code may require authorization and may decline to proceed with an applicant on that basis alone. ManTech International Corporation, as well as its subsidiaries proactively fulfills its role as an equal opportunity employer. We do not discriminate against any employee or applicant for employment because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, status as a Disabled Veteran, Recently Separated Veteran, Active Duty Wartime or Campaign Badge Veteran, Armed Forces Services Medal, or any other characteristic protected by law. If you require a reasonable accommodation to apply for a position with ManTech through its online applicant system, please contact ManTech''s Corporate EEO Department at (703) 218-6000. ManTech is an affirmative action/equal opportunity employer - minorities, females, disabled and protected veterans are urged to apply. ManTech''s utilization of any external recruitment or job placement agency is predicated upon its full compliance with our equal opportunity/affirmative action policies. ManTech does not accept resumes from unsolicited recruiting firms. We pay no fees for unsolicited services. If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access as a result of your disability. To request an accommodation please click and provide your name and contact information.

Created: 2025-10-04