IT Operations & Support Lead
About The Position
The IT Operations & Support Lead is a hands-on leadership role responsible for stabilizing, scaling, and transitioning IT support and operations in a fast-paced aerospace and space environment. This role leads day-to-day IT support while driving the transition from legacy or outsourced models to a modern, secure, internally owned IT operating model that supports engineers, manufacturing, and mission-critical programs. This position blends people leadership, technical depth, and operational execution, with a strong emphasis on reliability, security, and user experience in regulated environments.
Requirements
- High school diploma or equivalent
- 8–10+ years of progressive IT experience, including hands-on support and operations leadership
- Proven experience leading IT support teams in a fast-paced, engineering or manufacturing environment
- Strong knowledge of end-user computing, networking fundamentals, and collaboration platforms (e.g., Microsoft 365 Commercial & GCCH)
- Demonstrated experience driving IT operational transitions or transformations
- Excellent leadership, communication, and stakeholder management skills
- Ability to operate effectively in environments with high availability and mission-critical demands
Nice To Haves
- Experience in aerospace, defense, space, or other highly regulated industries
- Familiarity with ITIL-based service management practices
- Experience supporting secure or export-controlled environments
- Relevant certifications (ITIL, Microsoft, Cloud, CompTIA, PMP, or similar)
Responsibilities
- Lead and manage IT support operations, including end-user support, hardware/software lifecycle, and service delivery
- Establish and mature IT support processes, SLAs, escalation paths, and metrics
- Serve as the senior escalation point for complex or high-impact IT issues
- Ensure high availability, performance, and reliability of end-user and operational systems
- Lead the transition from MSP or ad-hoc IT support to an internal, scalable IT operations model
- Build, mentor, and grow internal IT support staff and regional/site support capabilities
- Standardize tools, processes, documentation, and operating procedures
- Drive improvements in service quality, response time, and user satisfaction
- Oversee endpoint, network, and collaboration environments supporting engineering and operations teams
- Partner with cybersecurity and compliance teams to enforce security policies and controls
- Ensure IT operations align with aerospace, export-control, and regulated data requirements (e.g., ITAR, CUI awareness)
- Champion IT policies, procedures, and audit readiness
- Partner with engineering, manufacturing, facilities, and program leadership to align IT services with business needs
- Coordinate with enterprise IT, cloud, and security teams on architecture and standards
- Support new site launches, office expansions, and program ramp-ups
- Track and report on IT operational performance, risks, and improvement initiatives
- Manage IT asset lifecycle, procurement coordination, and inventory controls
- Participate in after-hours or on-call support as required for critical operations
Benefits
- Voyager provides a variety of benefits to employees that supplement compensation, including health insurance, life and disability insurance, retirement savings plan, wellness program, paid leave programs, paid holidays and paid time off.
- Voyager offers a comprehensive, total compensation package, which includes competitive salary, a discretionary annual bonus plan, paid time off (PTO), a comprehensive health benefit package, retirement savings, wellness program, and various other benefits.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
501-1,000 employees
