Location Support Center

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 to join our team in Chantilly, Va.. As LSC Lead, you will be a working lead supporting the customer as an Enterprise IT Support Officer (EITSO) as well. You will provide technical support and customer service to the organization's users of computer applications and hardware (e.g., PCs, servers, mainframes). Answers questions regarding system procedures, online transactions, systems status, and downtime procedures and is typically located within a call center. Collaborates with network services, software systems engineering and/or application development in order to restore service and/or identify problems. Maintains a troubleshooting tracking log ensuring timely resolution of problems. Requires expanded knowledge and experience in own area; incumbents are still acquiring higher-level knowledge and skills. Builds knowledge of the company, processes, and customers. Solves a range of straightforward problems. Analyses possible solutions using standard procedures. Receives a moderate level of guidance and direction. Requires expanded conceptual knowledge in own area of expertise while developing additional skill sets. Understands key business drivers; uses this understanding to accomplish own work. Solve standard problems by analyzing possible solutions using experience, judgment, and precedents. Impacts quality of own work and the work of others on the team; works within guidelines and policies. Explains information to others in straightforward situations. 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:

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.

Incident Response:

• Using ITIL-based processes to streamline the receipt, triage, categorization, action, and resolution for incoming incidents, requests, and demands.

• Analyzing, troubleshooting, designing, and implementing fixes

• Providing basic user training in support of off-the-shelf applications and office products as well as some custom tools, depending on the office being supported.

• Performing remote desktop triage and system repair using remote tools.

• 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.

• Special non-commercial systems administrator experience (access management/file transfer) may be required.

Deskside Support:

• Using ITIL-based processes to streamline the receipt, triage, categorization, action, and resolution for incoming incidents, requests, and demands.

• Analyzing, troubleshooting, designing, and implementing fixes

• Providing basic user training in support of off-the-shelf applications and office products as well as some custom tools, depending on the office being supported.

• 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.

All Roles:

• Local travel may be required between customer buildings or temporary assignment to an alternate location in support of special projects.

• 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.

• Meeting contractual performance criteria.

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.

• 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.

• 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.

• Local travel may be required between customer buildings.

• Be a self-starter and work with a clear and defined mission.

• Demonstrate ability to thrive and succeed in a challenging environment.

• Bachelor's degree and 9+ years of relevant experience. 4 additional years of experience may be substituted for a degree to total of 13+ 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.