Support Center Lead & User Operations Manager
About The Position
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. At Lufco, we are driven by a singular mission: to protect our nation by empowering national security initiatives with ground-breaking solutions. We partner with high-impact programs to deliver advanced engineering, cybersecurity, signal intelligence (SIGINT), and data science capabilities directly to the edge. When you join Lufco, you aren't just taking a job; you are stepping into a supportive, collaborative crew of top-tier engineers and leaders who are passionate about defending the future.
Requirements
- 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).
- 5+ years in IT service desk management, laboratory administration, or technical support in DoD environments.
- Help desk ticketing platforms (Jira Service Management, Remedy), hardware/software troubleshooting, GFE inventory tracking, ITIL service frameworks.
- Outstanding customer service demeanor, team leadership, calm composure under fast-paced support requests.
- Ability to travel as required.
- Standard office environment with occasional requirements to visit client sites, labs, or field environments.
- Active Secret clearance (U.S. Citizenship is required).
Nice To Haves
- Direct experience managing ITIL-aligned service desks or defense testing laboratories is preferred.
Responsibilities
- 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.
- 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).
- Aggregate user feedback into monthly performance metrics feeding CDRL D5 status reports.
Benefits
- Paid Time Off
- 401K Contribution and Employer Match Contributions
- Medical, Dental, and Vision Coverage
- Opportunities for professional development, training, and advancement
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
