Lead IT Support Professional

Saab • Grayling, MI

61d • $90,000 - $112,500

About The Position

Saab, Inc. is seeking a seasoned IT professional to join our growing team. In this hands-on leadership role, you will be responsible for maintaining a robust knowledge base, optimizing support workflows, ensuring adherence to service level agreements (SLAs), and delivering exceptional customer satisfaction. The ideal candidate brings a strong technical foundation and a customer-centric mindset, with the ability to manage local IT support operations while contributing to enterprise-wide IT initiatives serving employees and contractors across Saab, Inc.

Requirements

• Bachelor’s degree in a related field preferred, or equivalent 5+ years of related experience.
• 6+ years of experience providing technical support and troubleshooting.
• Proven ability to work autonomously, identify issues, and implement solutions independently.
• Extensive knowledge of Windows client operating systems.
• Ability to work effectively under pressure and within time constraints.
• Strong leadership, communication (oral and written), organizational, and delegation skills.
• Demonstrated expertise in troubleshooting and problem resolution.
• 4+ years of experience managing Office 365 environments.
• 4+ years of experience supporting VMware environments.
• Working knowledge of Linux and Windows Server operating systems.
• Must be a U.S. citizen.
• Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information.
• As a condition of employment, candidates will be required to pass a pre-employment drug screen.

Nice To Haves

• Experience with patch management tools and methodologies.
• Knowledge of Teams VoIP systems.
• Experience with Azure and other cloud-based solutions.
• Familiarity with VDI (Virtual Desktop Infrastructure) solutions.
• Experience managing endpoints via Microsoft Intune and/or SCCM.
• Working knowledge of Cisco LAN and wireless configuration.

Responsibilities

• Lead and mentor a growing team of IT Support professionals with varying skills and experience levels.
• Collaborate with business partners inside and outside of the IT organization to deliver impactful projects on time and within budget.
• Maintain a high level of customer satisfaction and ensure adherence to published SLAs.
• Stay current on hardware, software, and IT systems by studying relevant publications and participating in ongoing education.
• Provide support through phone calls, ticket submissions, and deskside assistance in order of priority.
• Serve as the highest technical escalation point for IT client infrastructure technologies and assist the IT Infrastructure team as needed.
• Independently troubleshoot complex issues and implement effective, lasting solutions.
• Manage service tickets to ensure timely resolution and consistent service delivery.
• Monitor and manage internal assets to maintain accurate inventory records.
• Ensure compliance with company and industry standards such as ISO 27001, CMMC, and NIST frameworks.
• Participate in an on-call rotation to provide after-hours support as required.
• Travel occasionally (approximately 10%) to support enterprise sites and initiatives.

Benefits

• Saab provides an excellent working environment offering professional growth opportunities, competitive wages, work-life balance, a business casual atmosphere and comprehensive benefits.
• Medical, vision, and dental insurance for employees and dependents
• Generous paid time off, including 8 designated holidays
• 401(k) with employer contributions
• Tuition assistance and student loan assistance
• Wellness and employee assistance resources
• Employee stock purchase opportunities
• Short-term and long-term disability coverage

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 51-100 employees