Technical Engagement Network (TEN) Lab Manager

bcmcllc

Arlington (VA)

On-site

USD 95,000 - 125,000

Full time

14 days+

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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 supporting a U.S. Government customer to provide support for onsite incident response to civilian Government agencies and critical asset owners who experience cyber-attacks, providing immediate investigation and resolution. Contract personnel perform investigations to characterize the severity of breaches, develop mitigation plans, and assist with the restoration of services. We are seeking a Technical Engagement Network (TEN) Lab Manager with experience in customer service and IT support operations to be a member of the IT support services desk in the customer environment supporting analysts and business continuity of the customer mission.

Responsibilities

Serve as the first level Help Desk for the TEN Lab’s systems and accounts
Assist new user setup of equipment, accounts and tools
Respond to user requests via email, walk-ins, phone calls or other communication means in a timely manner
Create and maintain accurate Tickets for Help Desk activities
Work with Asset Management to support accurate records and maintain a good accounting of assets
Support the implementation of new technologies and equipment in the lab environment
Provide support as needed to lab staff in the tasks of provisioning and issuing equipment to end users, as well as maintaining inventory database
Provide support for systems administration tasks such as patching, updating, and maintaining network infrastructure
Advises and provides insight on development of lab standard operating procedures (SOPs) and policies
Provide support for Virtual Private Network (VPN) or Virtual Desktop Infrastructure (e.g., Citrix) to users
Provide support for MacOS and iOS to users
Provide troubleshooting and triaging assistance for basic to intermediate technical challenges and user issues
Assist in the management of user accounts and resetting credentials
Maintain and operate customer SAN NetApp data storage area and capabilities using shell and NetApp ONTAP following customer direction and guidance
Examine and identify efficiencies that can be made to existing procedures, with approval from the customer

Required Skills

U.S. Citizenship
Must have an active DoD Secret clearance, TS/SCI clearance is preferred
Must be able to obtain DHS Suitability
5+ years of directly relevant experience
3+ years of directly relevant experience in IT Helpdesk support
3+ years MacOS and iOS experience
Good problem‑solving skills
Must be able to work collaboratively across physical locations
Proficiency and proven capability in the following areas:

Asset management practices and principles
Help Desk ticket processing and procedures
Good Customer support
Ability to keep detailed notes

Must be able to work collaboratively across physical locations

Required Education

BS Computer Science, Computer Engineering, Computer Information Systems, Computer Systems Engineering or related degree; or HS Diploma and 7+ years of directly relevant experience.

Desired Skills

Experience with writing technical procedures and standard operating procedures
Virtualization automation and optimization
Experience with Virtual Private Networks (VPN)
Experience with virtual desktops (Citrix, VMWare)

Desired Certifications

Security+

Our Company Overview

Business Computers Management Consulting Group, LLC (BCMC) is a small business specializing in Information Technology (IT), Cybersecurity, Information Assurance (IA), SOA, Big Data Management, Program Management, and more for Federal, State, and Local agencies. We possess highly skilled engineers, providing innovative solutions backed by strong past performances. We are ISO 9001:2015, ISO 27001:2013, 20000:2018, and CMMI L3 certified and registered promising highest quality and services to all of our clients.

Benefits