IT Support Lead

The IT Support Lead will oversee our technical support team and ensure the smooth operation of IT services in support of the FAA BNATC contract. This role is responsible for managing day-to-day support activities, coordinating issue resolution, and driving continuous improvement in IT service delivery.

Requirements

• Supervise and mentor IT support staff, providing guidance and training.
• Assign and prioritize support tickets, ensuring timely resolution.
• Foster a collaborative and customer-focused team culture.
• Oversee troubleshooting and resolution of hardware, software, and network issues.
• Ensure proper escalation of complex problems to specialized teams.
• Maintain documentation of incidents, solutions, and best practices.
• Monitor IT support performance metrics (response times, resolution rates, customer satisfaction).
• Implement ITIL-based service management practices.
• Drive improvements in helpdesk processes and tools.
• Act as the primary point of contact for IT support escalations.
• Communicate effectively with business units to understand needs and provide solutions.
• Collaborate with IT leadership on strategic initiatives and technology upgrades.
• Ensure adherence to IT security policies and compliance standards.
• Support audits and maintain accurate records of IT assets and licenses.
• Promote best practices in cybersecurity awareness among staff.

Benefits

• Target Salary Range: $112,000 - $179,000
• Overtime
• Shift differential
• Discretionary bonus