Remote Support Technician Lead

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<p><b>MANTECH seeks</b> a motivated, career-oriented, and customer-focused <b>Remote Support Technician Lead</b> to join our team in <b>McLean, VA</b>. 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.<br /><br /><b>Responsibilities include, but are not limited to:</b></p><ul><li>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.</li><li>Utilize ITIL-based processes to efficiently manage and resolve incoming incidents, service requests, and demands, ensuring timely and accurate issue tracking.</li><li>Troubleshoot, analyze, and resolve hardware, software, and network issues, performing remote desktop repairs and minimizing escalations to Tier 3 support.</li><li>Provide user support and basic training for common applications, system procedures, and office productivity tools.</li><li>Collaborate with cross-functional IT teams—including network, systems engineering, and application development—to restore services and address complex problems.</li><li>Manage user accounts, access permissions, and perform special administrative tasks while maintaining clear documentation and adhering to security protocols.</li><li>Travel locally between customer buildings, as required.</li><li>Will have supervisory responsibilities, to include but not limited to: interviewing, hiring, career enablement, timecards, performance counseling, compensation planning, and requisition creation.</li><li>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.</li></ul><p></p><p><b>Minimum Qualifications:</b> </p><ul><li>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.</li><li>Experience managing or leading a 24x7 IT service desk or technical support team in an enterprise environment.</li><li>Experience resolving technical problems and answering queries via telephone or self-service involving hardware, software, networks, system/application access, and telecommunications.</li><li>Knowledge of Windows Active Directory, multiple desktop programs, configuration and debugging techniques.</li><li>Experience supporting Windows 10, Microsoft Office 2016 or later, and common business applications.</li><li>Familiarity with TCP/IP, general networking issues, virus scanning services, and desktop/laptop/peripheral support.</li></ul><p></p><p><b>Preferred Qualifications:</b> </p><ul><li>Related work experience in a technical help desk position.</li><li>Special non-commercial systems administrator experience (access management/file transfer).</li><li>Experience with ServiceNow ITSM & ITBM.</li><li>Strong communication skills and the ability to exchange accurate information with coworkers, management, and customers.</li><li>Adaptability to quickly changing tasks and requirements, and eagerness to learn new skills while on the job.</li></ul><p></p><p><b>Clearance Requirements:</b></p><ul><li>Must have a current/active TS/SCI with Polygraph.</li></ul><p></p><p><b>Physical Requirements:</b></p><ul><li>Must be able to remain in a stationary position at least 50% of the time.</li><li>Constantly operate a computer, phone, and other office equipment for extended periods of time.</li><li>Occasionally move about inside the office to access file cabinets, office machinery, or to communicate with co-workers, management, and customers.</li></ul>

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