Incident Technician Lead

MANTECH seeks a motivated, career and customer-oriented Incident Technician Lead to join our team in McLean, VA. In this role, you will lead a team of Enterprise IT Support Technicians responsible for overseeing, managing and coordinating the resolution of IT incidents, ensuring that service disruptions are minimized, and the impact on business operations is reduced.

Responsibilities include, but are not limited to:

• Leads multiple teams of Incident Technician’s while developing and improving incident management processes to optimize response time and improve incident handling ensuring coverage from 6:00 a.m. - 6:00 p.m. As the lead is expected that you to flex your arrival and departure times for an 8-hour day throughout the week to ensure operational coverage is met.
• Utilizes expertise and leadership skills to act as the main point of contact for all IT incident-related activities to ensure timely resolution of incidents.
• Solves a range of straight forward problems by analyzing possible solutions using experience, judgment, and precedents.
• Supervisory responsibilities are required but may oversee IT incident execution and prioritization. Performing HR duties as assigned, including but limited to interviewing, hiring, career enablement, performance counseling, compensation planning, and requisition creation.
• Engage with all Location Support Center Project Managers and key stakeholders to help resolve schedule conflicts, equipment, or resource constraints.
• Supports customer Key Performance Indicators (KPI) required of the program.
• Local travel may be required between customer buildings or temporary assignment to an alternate location in support of special projects.

Minimum Qualifications:

• High School Diploma with 8+ years of experience or an associate’s degree with 6+ years of experience, or a bachelor’s degree with 4+ years of experience, 4 of those years having direct knowledge of the customer’s operational environment, including (but not limited to) ticketing systems, installations, desktop technologies, corporate applications, access administration, and voice and video infrastructure.
• 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.
• Demonstrated ability managing teams with a diverse range of skillsets in direct support to customers.
• 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 statuses across the team and offer solutions to any issues.

Preferred Qualifications:

• CompTIA Security, Network or other related certifications.
• Component Mission Administrator (CMA) certification.
• Demonstrated experience in a Working Capital Fund (WCF) environment.
• Strong 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.
• Ability to adapt to quickly changing tasks and requirements and the ability to quickly learn new skills while 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 operate a computer, phone, and other office equipment for extended periods of time.
• Must be able to move/traverse within and between buildings and offices, position self to maintain equipment and cabling, including under the desks, while moving floor tiles, and in server closets, some of which may be confined spaces.
• Must be able to move Audio/Visual or Computer equipment weighing 50 pounds, some equipment may require team-lift or the use of carts.
• Must be able to ascend a ladder, 10 feet high while pulling cables and adjusting equipment.