Lead Service Desk Technician, Joint Operations Center Watch

Summary

hackajob is collaborating with MANTECH to connect them with exceptional professionals for this role. MANTECH seeks a motivated, career and customer-oriented Lead Service Desk Technician, Joint Operations Center Watch to join our team in Doral, FL . Responsibilities include but are not limited to: Provide technical leadership and mentorship to junior IT staff and help desk technicians, establishing best practices for daily operations. Providing real-time Tier I/II IT service desk and desktop support to operational watchstanders and JOC personnel. Logging, tracking, prioritizing, and resolving technical service tickets, system outages, and hardware/software incidents. Installing, configuring, troubleshooting, and maintaining desktop hardware, peripherals, operating systems, and secure communications tools. Managing user accounts, password resets, active directory permissions, and system access requests across command networks. Collaborating with cross-functional technical teams, systems administrators, and watch officers to resolve escalated operational IT issues. Maintaining accurate IT asset inventories, service desk baselines, configuration management logs, and shift handoff documentation. Recommending and implementing continuous process improvements to enhance service desk efficiency and customer support workflows. Minimum Qualifications: High School Diploma or GED with 9 years of progressively responsible experience in IT service desk or desktop support operations. OR an associate’s degree and 7 or more years of relevant experience OR a bachelor’s degree in Computer Science, Information Technology, or a related field with 7 years of relevant experience OR a master’s degree and 5 or more years of relevant experience Proven experience providing technical desktop support, IT helpdesk troubleshooting, and hardware maintenance in an enterprise environment. Strong background in Active Directory administration, Windows operating systems, peripheral device configuration, and ticketing systems (e.g., ServiceNow, Remedy). IAT Level II Certification for example: CompTIA Security AZ-104 or MD-102 (obtained within 3 months of starting) Preferred Qualifications: Prior experience supporting U.S. Military Command operations, Joint Operations Centers (JOC), or Combatant Command watch floor environments. Familiarity with C4I system workstations, DoD STIG baseline compliance, and secure VDI desktop environments. Demonstrated ability to collaborate effectively across multi-disciplinary teams in high-stress, fast-paced 24/7 operational settings. Clearance Requirements: Must hold a current/active top secret security clearance. Must be eligible to obtain a TS/SCI clearance. Physical Requirements: Must be able to remain in a stationary position 50%. Needs to occasionally move about inside the office to access file cabinets, office machinery, etc. Frequently communicates with co-workers, management, and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situations.

Job Description

hackajob is collaborating with MANTECH to connect them with exceptional professionals for this role. MANTECH seeks a motivated, career and customer-oriented Lead Service Desk Technician, Joint Operations Center Watch to join our team in Doral, FL . Responsibilities include but are not limited to: Provide technical leadership and mentorship to junior IT staff and help desk technicians, establishing best practices for daily operations. Providing real-time Tier I/II IT service desk and desktop support to operational watchstanders and JOC personnel. Logging, tracking, prioritizing, and resolving technical service tickets, system outages, and hardware/software incidents. Installing, configuring, troubleshooting, and maintaining desktop hardware, peripherals, operating systems, and secure communications tools. Managing user accounts, password resets, active directory permissions, and system access requests across command networks. Collaborating with cross-functional technical teams, systems administrators, and watch officers to resolve escalated operational IT issues. Maintaining accurate IT asset inventories, service desk baselines, configuration management logs, and shift handoff documentation. Recommending and implementing continuous process improvements to enhance service desk efficiency and customer support workflows. Minimum Qualifications: High School Diploma or GED with 9 years of progressively responsible experience in IT service desk or desktop support operations. OR an associate’s degree and 7 or more years of relevant experience OR a bachelor’s degree in Computer Science, Information Technology, or a related field with 7 years of relevant experience OR a master’s degree and 5 or more years of relevant experience Proven experience providing technical desktop support, IT helpdesk troubleshooting, and hardware maintenance in an enterprise environment. Strong background in Active Directory administration, Windows operating systems, peripheral device configuration, and ticketing systems (e.g., ServiceNow, Remedy). IAT Level II Certification for example: CompTIA Security AZ-104 or MD-102 (obtained within 3 months of starting) Preferred Qualifications: Prior experience supporting U.S. Military Command operations, Joint Operations Centers (JOC), or Combatant Command watch floor environments. Familiarity with C4I system workstations, DoD STIG baseline compliance, and secure VDI desktop environments. Demonstrated ability to collaborate effectively across multi-disciplinary teams in high-stress, fast-paced 24/7 operational settings. Clearance Requirements: Must hold a current/active top secret security clearance. Must be eligible to obtain a TS/SCI clearance. Physical Requirements: Must be able to remain in a stationary position 50%. Needs to occasionally move about inside the office to access file cabinets, office machinery, etc. Frequently communicates with co-workers, management, and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situations.