Cyber Lab Operations & Helpdesk Manager

BCMC; Arlington (VA); On-site; USD 90,000 - 125,000; Full time

Benefits offered by this job

Extremely competitive salary

Employer-paid health/dental/vision

Employer-paid life, STD & LTD

401k with company match

FSA for dependents/health care

11 holidays & 3 weeks leave

Job summary

BCMC in Arlington, VA seeks a TEN Lab Manager to join our IT support services desk supporting a U.S. Government customer. You will lead first-level Help Desk activities, assist with new user setup, manage tickets, and support lab operations.

The role requires DoD clearance, U.S. citizenship, and strong collaboration across locations. You will help deploy new technologies, maintain assets, and ensure compliant SOPs while delivering dependable customer service.

Qualifications

• U.S. Citizenship required and active DoD clearance preferred.
• 7+ years of IT/Help Desk experience with 3+ years in lab/IT support.
• Experience with asset management, ticketing, and customer service.

Responsibilities

• Serve as the first level Help Desk for TEN Lab systems and accounts.
• Assist new user setup of equipment, accounts and tools.
• Respond to user requests via email, walk-ins, phone, or other means in a timely manner.
• Create and maintain accurate Tickets for Help Desk activities.
• Support lab asset management and inventory records.
• Assist with provisioning equipment and maintaining the inventory database.
• Provide systems administration support: patching, updating, and network maintenance.
• Develop and follow lab SOPs and policies; advise on improvements.
• Provide VPN and virtualization (Citrix) support to users.
• Support MacOS and iOS users; troubleshoot basic to intermediate issues.
• Manage user accounts and credential resets; maintain NetApp data storage via ONTAP.

Skills

US Citizenship

Active DoD clearance

Customer service

Ticketing & IT support

Collaboration across locations

Lab management

Problem solving

Education

BS Computer Science / Computer Engineering / related

HS Diploma + 7 years relevant experience

Tools

NetApp ONTAP

VPN

Citrix

VMware

MacOS/iOS support

Job description

BCMC in Arlington, VA seeks a TEN Lab Manager to join our IT support services desk supporting a U.S. Government customer. You will lead first-level Help Desk activities, assist with new user setup, manage tickets, and support lab operations.

The role requires DoD clearance, U.S. citizenship, and strong collaboration across locations. You will help deploy new technologies, maintain assets, and ensure compliant SOPs while delivering dependable customer service.