OverviewPosition Title: Support Center Lead & User Operations Manager
Location: Aberdeen, MD; Onsite/Hybrid
Reports To: Program Manager / Designee
Job Type: Full-time
Clearance Requirement: Active Secret clearance (U.S. Citizenship is required)
Summary:The Support Center Lead (SA3) manages user support operations across the CUI laboratory, fielded Army comms suites platforms, and test enclaves. This lead oversees defect logging, stakeholder feedback tracking (TIRs/SPRs), help-desk ticketing, and lab infrastructure availability.
Key Responsibilities:- Help Desk & User Support Operations:
- Lead Tier 1-3 service desk operations, resolving technical issues for deployed operators and lab engineers.
- Log and track defect reports (TIRs/SPRs) during System Acceptance Testing (D7) and field operations.
- Laboratory & Test Enclave Support:
- Maintain CUI laboratory equipment, managing GFE receipt, vendor software installations, and test bench connectivity.
- Support test engineers during HWIL/SWIL test architecture execution (CDRL D3).
- Feedback Aggregation & Quality Input:
- Aggregate user feedback into monthly performance metrics feeding CDRL D5 status reports.
QualificationsEducation:- Required: Associate or Bachelor's degree in Information Technology, Computer Networking, or related field.
- 4+ years of IT help desk management or lab operations experience.
- DoD 8570 IAT Level II certification (e.g., Security+ CE).
Experience:- 5+ years in IT service desk management, laboratory administration, or technical support in DoD environments.
- Direct experience managing ITIL-aligned service desks or defense testing laboratories is preferred.
Skills:- Technical: Help desk ticketing platforms (Jira Service Management, Remedy), hardware/software troubleshooting, GFE inventory tracking, ITIL service frameworks.
- Soft Skills: Outstanding customer service demeanor, team leadership, calm composure under fast-paced support requests.
Physical Requirements: - Ability to travel as required.
- Standard office environment with occasional requirements to visit client sites, labs, or field environments.
Compensation and Benefits:- Competitive Pay: Salaries depend on labor category, years of experience, education, skills relevant to the position, and type of contract.
- Benefits: Including Paid Time Off; 401K Contribution and Employer Match Contributions; and Medical, Dental, and Vision Coverage.
- For the full list of Lufco Benefits, visit our website: https://www.lufburrow.com/careers
Position availability can vary due to dynamic, evolving contract needs. This job posting being active does not guarantee an immediately available position matching its description. This job description is intended to provide a general overview of the responsibilities and qualifications for this position. It is not an exhaustive list and may be subject to change based on the needs of the company.
Lufco Employees: This position qualifies for up to a Blue Award level referral bonus. For more information, visit the Employee Portal.
