Incident Technician Lead

About the role

ManTech seeks a motivated, career and customer-oriented Incident Technician Lead to join our team in Chantilly, 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

• Lead multiple teams of Incident Technicians 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.
• Flex arrival and departure times for an 8-hour day throughout the week to ensure operational coverage is met.
• Act as the main point of contact for all IT incident-related activities to ensure timely resolution of incidents.
• Solve a range of straightforward problems by analyzing possible solutions using experience, judgment, and precedents.
• Perform supervisory responsibilities, including IT incident execution and prioritization, as well as HR duties such as 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.
• Support 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.

Requirements

• 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. At least 4 of those years must include direct knowledge of the customer’s operational environment, including ticketing systems, installations, 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.
• Must have a current/active TS/SCI with Polygraph clearance.

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 to exchange accurate information with co-workers, management, and customers.
• Ability to adapt to quickly changing tasks and requirements and to learn new skills on the job.

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 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 up to 50 pounds; some equipment may require team-lift or the use of carts.
• Must be able to ascend a 10-foot ladder while pulling cables and adjusting equipment.