Program Lead Security Clearance

Position: Program Lead with Security Clearance
The Help Desk Team Lead provides day to day leadership, oversight, and technical guidance for a team of Help Desk Technicians supporting Microsoft-based end user services, including Microsoft 365, Windows 10/11, Azure AD/Entra , and standard productivity tools. This role balances hands on support work with supervisory responsibilities—ensuring high-quality service delivery, adherence to SLAs, professional development of staff, and continuous improvement of help desk operations.

The Team Lead acts as the first point of escalation for Tier I technicians, coordinates workload, monitors ticket queues, and collaborates closely with senior IT staff to resolve complex technical issues.

Key Responsibilities Team Leadership & Operational Oversight
• Oversee daily help desk operations, ensuring timely response and resolution of incidents and service requests.
• Assign, prioritize, and balance workloads across the support team.
• Monitor ticket queues for SLA compliance, aging tickets, and quality of documentation.
• Serve as the initial point of escalation for Tier I technicians, assisting with troubleshooting and decision making.
• Lead daily/weekly standup meetings to communicate priorities, changes, and updates.
• Maintain staffing schedules and coordinate coverage for time off, after-hours support, or surge operations. Quality Assurance & Continuous Improvement
• Review technician performance through ticket audits, user feedback, and KPIs.
• Identify recurring issues and drive root-cause analysis with Tier II/III teams.
• Develop, refine, and enforce Standard Operating Procedures (SOPs).
• Expand and maintain the knowledge base—promoting documentation best practices.
• Recommend process improvements to enhance efficiency and user experience. Technical Support (Hands-On)
• Provide advanced troubleshooting support for Microsoft 365, Windows devices, and Azure AD/Entra .
• Assist with complex tickets requiring deeper analysis, cross-team collaboration, or elevated permissions.
• Coordinate escalations with system administrators, network engineers, and security teams.
• Support onboarding processes, ensuring consistent execution across the team. Training & Professional Development
• Mentor junior technicians, providing coaching, feedback, and skills development.
• Facilitate onboarding/training for new staff on tools, procedures, and technical fundamentals.
• Encourage staff in certification pathways aligned with organizational standards. Reporting & Communication
• Generate reports on ticket volume, SLA performance, and trends for management review.
• Communicate service disruptions, planned maintenance, or high-impact issues to users when appropriate.
• Act as a liaison between help desk staff and leadership to ensure alignment with organizational goals.
* SharePoint Online/One Drive (sync issues, permissions requests, file recovery).

Required Qualifications  7+ years of experience in a help desk or IT support environment, with at least 1 year in a lead, senior, or mentoring role. •
• Strong working knowledge of: – Microsoft 365 (Outlook/Exchange, Teams, SharePoint, One Drive) – Windows 10/11 troubleshooting – Azure Virtual Desktop/AD/Entra  (account tasks, MFA, conditional access fundamentals) – Basic networking (DNS, DHCP, VPN)
• Experience with ITSM systems (Service Now, Jira Service Management, Zendesk, etc.).
• Demonstrated ability to guide and mentor technical staff.
• Excellent communication, customer service, and documentation skills.

- CND, GFACT, or GSEC, Microsoft Certified:
Azure Fundamentals (AZ 900), Microsoft 365 Certified:
Fundamentals (MS 900). CompTIA Security+ or ability to obtain one prior to employment. Bachelor's or equivalent experience.

Preferred Qualifications
• Experience with Intune, Endpoint Manager, or SCCM/Config Mgr.
• Familiarity with admin centers for Exchange Online, Teams, SharePoint, and Entra .
• Power Shell experience for automation or bulk tasks.
• Prior experience performing ticket QA, maintaining SOPs, or leading workflow improvements is a must Previous experience transforming and modernizing help desks/call centers highly desired.  We use E-Verify to confirm the identity and employment eligibility of all new hires. Security Clearance Secret Certification Required Security+ (CE) Job Type Full-time Stratas Corp provides a complete compensation package with competitive wages and benefits that include medical, dental, and vision insurance, FSA & HSA accounts, disability and other income protection benefits, life insurance, paid personal time-off benefits, paid holidays, and a 401K Saving Plan with a company matching contribution.

Stratas Corp is committed to equal opportunity in employment, actively seeking to build a diverse and talented workforce, including individuals with disabilities and protected veterans.  Apply to this Job  Send to a Friend