IT Support Team Lead

QED Systems•Virginia Beach, VA

4d•Onsite

About The Position

An established engineering firm has an immediate opening in its Virginia Beach office for an IT Support Team Lead. This is a supervisory, hands-on role: the Team Lead serves as the primary escalation point for the support team, coordinates daily help desk operations, mentors technicians, and continues to diagnose, repair, and maintain hardware and software components. The ideal candidate pairs strong technical depth with the ability to lead a small support team, drive consistent processes, and represent IT support across the organization in a DoD/CMMC-regulated environment.

Requirements

5+ years of experience in IT support, computer networks, and systems maintenance, including at least 1 year in a lead, senior, or supervisory capacity (or equivalent escalation-owner experience)
Demonstrated ability to lead, mentor, and prioritize the work of a support team
Strong analytical and problem-solving skills
Ability to conform to shifting priorities, demands, and timelines and to balance multiple projects and tasks concurrently
Strong written and oral communication skills
Interpersonal skills necessary to effectively communicate with people at all levels of the organization
U.S. citizenship required.
Must be able to meet and maintain eligibility for U.S. Secret Clearance and/or be able to access military facilities, naval shipyards, and private shipyards.

Nice To Haves

Certifications preferred: CompTIA A+, Network+, Security+ (SEC+); Microsoft certifications (e.g., Microsoft 365 / endpoint administration)

Responsibilities

Serve as team lead for the Help Desk / IT support team, coordinate daily workload, ticket queue, and priorities
Act as the senior escalation point for complex hardware, software, and user issues
Mentor, guide, and provide on-the-job training to support technicians
Manage and continuously improve help desk processes, escalation paths, and service-level expectations
Maintain accurate technical and support documentation, including knowledge base and standard operating procedures
Establish and manage user accounts (onboarding/offboarding lifecycle)
Install and configure computer hardware and software components
Troubleshoot hardware and software issues; repair or replace damaged hardware
Perform tests and evaluations on new software and hardware
Provide support to users and serve as an escalation point for error reporting
Define software, hardware, and network requirements; upgrade systems to enable compatible software
Order and maintain inventory of equipment and supplies
Provide on-the-job training on installed software and develop supporting documentation as needed
Travel to client sites as required
Assist with other network/systems support as directed, and support IT operations within a CMMC/DFARS-regulated environment