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# Support Center Lead & User Operations Manager

- **Company:** LUFCO INC.
- **Location:** Aberdeen, MD, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** JIRA, Cyber Security, Computer Networks, Inventory Management Software, Commercial Software, Data Logging, Software Troubleshooting, Information Technology
- **Published:** August 4, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=8580ac9f863a98c6

## About the Role

* 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.

## Description

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.
 * 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.


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