Enterprise IT Support Officer (EITSO) Location Support Center (LSC) Lead

Secure our Nation, Ignite your Future

Location Support Center (LSC) Lead:

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.  As LSC Lead, you 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.

• 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.

• Local travel between customer buildings.   

Hours of Coverage:

Individual shift may vary, but you will be a member of a team that provides coverage from 6:00 a.m. – 6:00 p.m.   

Basic Qualifications:

• Demonstrated ability managing teams with a diverse range of skillsets in direct support to customer.

• 4+ 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 is