Technical Engagement Lab Manager - IT Helpdesk & Lab Ops

bcmcllc; Arlington (VA); On-site; USD 95,000 - 125,000; Full time

Benefits offered by this job

Competitive salary

Employer-paid health/dental/vision

401k with match & profit sharing

FSA for dependents/health care

Generous leave and holidays

Job summary

BCMC is seeking a TEN Lab Manager to lead first-level Help Desk for the TEN Lab’s systems and accounts in a DoD-focused environment. You will assist new user setups, respond to requests, and maintain accurate tickets while supporting asset management and lab inventory.

You will help deploy new lab technologies, support VPN/VDI and MacOS/iOS users, and collaborate across physical locations to optimize procedures and SOPs for mission continuity.

Qualifications

• BS in Computer Science, Computer Engineering, Computer Information Systems, or related field; or HS Diploma with 7+ years relevant experience.
• Active clearance requirements: DoD Secret; TS/SCI preferred; DHS suitability may be required.
• 5+ years of directly relevant experience; 3+ years IT Helpdesk; 3+ years MacOS/iOS support.
• Experience with asset management, ticketing, and customer support.

Responsibilities

• Serve as first level Help Desk for TEN Lab systems and accounts.
• Assist user setup of equipment, accounts, and tools.
• Respond to user requests via email, walk-ins, phone, or other channels.
• Create and maintain accurate Help Desk tickets.
• Support asset management and inventory records.
• Assist in lab tech provisioning and inventory control.
• Support systems administration tasks: patching, updating, networking.
• Develop and advise on lab SOPs and policies.
• Provide VPN/VDI (Citrix) support to users; MacOS/iOS support.
• Troubleshoot and triage technical issues; manage user credentials.

Skills

Citrix

VMware

NetApp ONTAP

VPN

MacOS/iOS support

Customer service

IT Helpdesk

Collaboration across locations

Education

BS Computer Science or related degree

HS Diploma + 7+ years relevant experience

Tools

NetApp SAN

ITSM ticketing

Ticketing systems

Job description

BCMC is seeking a TEN Lab Manager to lead first-level Help Desk for the TEN Lab’s systems and accounts in a DoD-focused environment. You will assist new user setups, respond to requests, and maintain accurate tickets while supporting asset management and lab inventory.

You will help deploy new lab technologies, support VPN/VDI and MacOS/iOS users, and collaborate across physical locations to optimize procedures and SOPs for mission continuity.