Incident Technician Lead

ManTech; McLean (VA); On-site; USD 95,000 - 125,000; Full time

Job summary

ManTech seeks a motivated, career- and customer-oriented Incident Technician Lead to join our team in McLean, VA. You will lead Enterprise IT Support Technicians, oversee incident resolution, minimize disruptions, and reduce operational impact.

You will drive incident management processes, serve as the main contact for IT incidents, and coordinate with project managers to resolve scheduling and resource constraints; travel may be required.

Qualifications

• 8+ years of experience with IT operations or 4+ years with a bachelor’s degree.
• Direct knowledge of ticketing systems, desktop technologies, and voice/video infrastructure.
• Proven ability to manage diverse teams and build customer relationships.

Responsibilities

• Leads multiple Incident Technician teams and develops incident management processes.
• Acts as main contact for IT incident activities to ensure timely resolution.
• Analyzes problems and applies experience to resolve straightforward issues.
• Oversees HR duties including interviewing, hiring, and performance counseling.
• Coordinates with PMs and stakeholders to resolve schedule/resource constraints.

Skills

Incident management

Team leadership

Customer communication

HR duties

Education

High School Diploma

Associate’s degree

Bachelor’s degree

Tools

Ticketing systems

Desktop technologies

Voice/video infrastructure

Job description

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.

MANTECH International Corporation considers all qualified applicants for employment without regard to disability or veteran status or any other status protected under any federal, state, or local law or regulation.

If you need a reasonable accommodation to apply for a position with MANTECH, please email us at [e-mail] and provide your name and contact information.