Support Center Lead & User Operations Manager

Position 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)

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.

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.

• 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.
• 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).
• 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.
• Aggregate user feedback into monthly performance metrics feeding CDRL D5 status reports.

• 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.
• 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.
• Direct experience managing ITIL-aligned service desks or defense testing laboratories is preferred.

• 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.

• Ability to travel as required.
• Standard office environment with occasional requirements to visit client sites, labs, or field environments.

• Impactful Work: Contribute to critical national security initiatives and make a real difference in protecting our nation.
• Cutting-Edge Technology: Work with the latest advancements in SIGINT and related fields.
• Career Growth: Opportunities for professional development, training, and advancement within a growing company.
• Collaborative Environment: Join a team of highly skilled and supportive engineers who are passionate about their work.
• Comprehensive Benefits: Competitive salary, generous PTO, health/dental/vision insurance, 401K matching, tuition reimbursement.

• 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