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Location Support Center Lead

4 weeks ago

Bloomington, Illinois, United States ManTech Full time
Secure Our Nation, Ignite Your Future

ManTech is seeking a motivated 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. As LSC Lead, you will utilize an ITIL-based process to streamline the ingestion, triage, categorization, action, and resolution for all incoming incidents, requests, and demands.

Key Responsibilities:
  • Lead 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.
  • Leverage problem-solving skills to provide solutions and work with customers to provide resolution.
  • Analyze, troubleshoot, design, and implement fixes without escalating to Tier 3 support.
  • Perform remote desktop triage and system repair using remote tools.
  • Maintain and update records and tracking databases.
  • Answer questions regarding system procedures, online transactions, systems status, and downtime procedures.
  • Collaborate with network services, software systems engineering, and/or application development to restore service and/or identify problems.
  • Use best practices and knowledge of internal or external business issues to improve products or services.
  • Provide basic user training in support of off-the-shelf applications and office products.
  • Solve complex problems; take a new perspective using existing solutions.
  • Create contract-required documents in a timely and detailed manner (technical monthly reports, presentations, etc.).
  • Lend expertise and institutional knowledge to improve the overall excellence of the team by supporting the creation of Knowledge Articles, Work Instructions, SOPs, etc.
  • Monitor customer satisfaction, which includes routine interaction with customers and staff and build strong trusting professional relationships.
  • Create presentations, reports, and metrics as assigned.
  • Perform HR duties as assigned, including but not limited to: interviewing, hiring, career enablement, performance counseling, compensation planning, and requisition creation.
  • Attend customer meetings and provide detailed minutes as required.
  • Provide input on the team's progress, accomplishments, roadblocks, etc., and brief as required. Provide solutions to issues whenever possible.
  • Recommend, develop, and measure key performance indicators (KPI) as needed to monitor performance using appropriate tools and techniques.
  • Local travel between customer buildings.
Requirements:
  • Demonstrated ability to manage teams with a diverse range of skillsets in direct support to customers.
  • 4+ years of 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 the variety of groups to be working with, such as coworkers, 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 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.
  • Demonstrate ability to thrive and succeed in a challenging environment.
  • Bachelor's degree and 4+ years of relevant experience. 4 additional years of experience may be substituted for a degree.
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.