IT Support Lead

Peraton•Bethesda, MD

12d

About The Position

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. The IT Support Lead will act as a bridge between end-users, IT staff, and management, ensuring technology enables business success within the FAA IT environment.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
6+ years of IT support experience, with at least 2 years in a leadership role.
Strong knowledge of operating systems (Windows, macOS, Linux), networking, and enterprise applications.
Familiarity with IT service management frameworks (ITIL, COBIT).
Excellent problem-solving, organizational, and communication skills.
US Citizenship.
Must have the ability to obtain / maintain a Public Trust clearance.

Nice To Haves

Certifications such as CompTIA A+, Network+, ITIL Foundation, or Microsoft Certified Professional are a plus.
Ability to lead and motivate a diverse technical team.
Strong customer service orientation.
Experience with ticketing systems (ServiceNow, Jira, Zendesk).
Knowledge of cloud platforms (Microsoft 365, Azure, AWS) and remote support tools.

Responsibilities

Team Leadership
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.
Technical Support
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.
Service Management
Monitor IT support performance metrics (response times, resolution rates, customer satisfaction).
Implement ITIL-based service management practices.
Drive improvements in helpdesk processes and tools.
Stakeholder Engagement
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.
Governance & Compliance
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.