Remote Support Technician Lead

MANTECH seeksa motivated, career-oriented, and customer-focused Remote Support Technician Lead to join our team in McLean, VA. In this role, you will work collaboratively in a 24/7 operational team to efficiently triage, categorize, and resolve Tier 0?2 incidents and requests, supporting IT infrastructure and mission-critical applications with thorough problem identification and follow-up.

Responsibilities include, but are not limited to:

• Manage 24x7 IT service desk operations, including staffing, scheduling, and shift coverage, while leading, mentoring, and training staff to ensure continuous service and a high-performing team.
• Utilize ITIL-based processes to efficiently manage and resolve incoming incidents, service requests, and demands, ensuring timely and accurate issue tracking.
• Troubleshoot, analyze, and resolve hardware, software, and network issues, performing remote desktop repairs and minimizing escalations to Tier 3 support.
• Provide user support and basic training for common applications, system procedures, and office productivity tools.
• Collaborate with cross-functional IT teams?including network, systems engineering, and application development?to restore services and address complex problems.
• Manage user accounts, access permissions, and perform special administrative tasks while maintaining clear documentation and adhering to security protocols.
• Travel locally between customer buildings, as required.
• Will have supervisory responsibilities, to include but not limited to: interviewing, hiring, career enablement, timecards, performance counseling, compensation planning, and requisition creation.
• Work collaboratively as part of a team during 8-hour shifts scheduled between 6:00 AM and 6:00 PM. This office support 24x7 operations, including weekends and holidays.

Minimum Qualifications:

• High School Diploma with 8+ years of experience, an Associate?s Degree with 6+ years of experience, or a Bachelor?s Degree with 4+ years of experience.
• Experience managing or leading a 24x7 IT service desk or technical support team in an enterprise environment.
• Experience resolving technical problems and answering queries via telephone or self-service involving hardware, software, networks, system/application access, and telecommunications.
• Knowledge of Windows Active Directory, multiple desktop programs, configuration and debugging techniques.
• Experience supporting Windows 10, Microsoft Office 2016 or later, and common business applications.
• Familiarity with TCP/IP, general networking issues, virus scanning services, and desktop/laptop/peripheral support.

Preferred Qualifications:

• Related work experience in a technical help desk position.
• Special non-commercial systems administrator experience (access management/file transfer).
• Experience with ServiceNow ITSM & ITBM.
• Strong communication skills and the ability to exchange accurate information with coworkers, management, and customers.
• Adaptability to quickly changing tasks and requirements, and eagerness to 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.
• Occasionally move about inside the office to access file cabinets, office machinery, or to communicate with co-workers, management, and customers.