Support Lead​/Deputy Program Lead

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At Stratas Corp, our mission strives to put employees first while still being recognized as a leader in the Department of Defense Information Technology sector. We believe in a continuing pursuit of customer satisfaction and operational excellence while exceling in service innovation. We are looking for employees who value corporate culture, leadership, diversity, and commitment to quality, because we are #Team Stratas.

The Support Lead/Deputy Program Lead provides day-to-day leadership, operational oversight, and technical guidance for a team of Support Desk Technicians responsible for Microsoft-based end-user services. This position combines hands-on technical support with team leadership, ensuring responsive, consistent, and high-quality service delivery across the support environment.

The Support Lead manages daily workload distribution, ticket queues, staffing coverage, service-level performance, and escalation activities while serving as a senior technical resource for the team. The position works closely with systems administrators, network engineers, cybersecurity personnel, and IT leadership to resolve complex issues and improve overall support operations.

The ideal candidate is an experienced IT support professional who can lead a technical team, troubleshoot complex Microsoft environments, mentor junior staff, and identify opportunities to modernize and improve service desk operations.

Location: Chesapeake, VA / Suffolk, VA
Job Type: Full-Time
Education: Bachelor's Degree or Equivalent Experience
Certification: CompTIA Security+ Required

• Provide daily leadership, direction, and technical guidance to Support Desk Technicians.
• Oversee day-to-day service desk operations and ensure timely response and resolution of incidents and service requests.
• Assign, prioritize, and balance workloads based on business priorities, technician capabilities, and ticket volume.
• Monitor ticket queues for SLA compliance, aging tickets, priority issues, and documentation quality.
• Serve as the first level of escalation for Tier I technicians, providing troubleshooting assistance and technical decision-making.
• Conduct daily or weekly team meetings to communicate priorities, operational changes, technical issues, and organizational updates.
• Manage staffing schedules and coordinate coverage for planned leave, after-hours support, and periods of increased demand.
• Promote a professional, customer-focused, and collaborative support environment.
• Provide advanced hands-on troubleshooting for Microsoft 365, Windows 10/11, Entra , Azure Virtual Desktop, and standard productivity applications
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• Troubleshoot user account, authentication, MFA, permissions, connectivity, device, application, and access issues.
• Support Microsoft 365 services, including Outlook/Exchange Online, Teams, SharePoint Online, and One Drive
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• Troubleshoot SharePoint and One Drive synchronization, permissions, access, and file recovery issues.
• Assist with complex incidents requiring elevated permissions, deeper technical analysis, or cross-functional coordination.
• Coordinate escalations with systems administrators, network engineers, cybersecurity teams, and other IT personnel.
• Support user onboarding and offboarding processes and ensure consistent execution of established procedures.
• Provide technical assistance during outages, high-impact incidents, system changes, and other operational events.

• Monitor support desk performance through ticket audits, user feedback, SLA metrics, and operational KPIs.
• Conduct ticket-quality reviews to ensure accurate documentation, appropriate troubleshooting, and timely resolution.
• Identify recurring incidents and coordinate root-cause analysis with Tier II/III support teams.
• Develop, update, and enforce Standard Operating Procedures (SOPs) and support procedures.
• Maintain and expand the service desk knowledge base and promote effective documentation practices.
• Identify opportunities to automate, streamline, and modernize support desk workflows.
• Recommend improvements to tools, processes, staffing models, and service delivery practices.
• Lead or support initiatives designed to improve efficiency, customer satisfaction, and first-contact resolution.

• Mentor and coach Support Desk Technicians to improve technical capabilities and…