Lead IT Support Professional

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.

Responsibilities include:

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.

Compensation Range: $90,000 - $112,500

The compensation range provided is a general guideline. When extending an offer, Saab, Inc. considers factors including (but not limited to) the role and associated responsibilities, location, and market and business considerations, as well as the candidate's work experience, key skills, and education/training.

Required Qualifications:

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.

Desired

Qualifications:

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.

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.

Drug-Free Workplaces:

Saab is a federal government contractor and adheres to policies and programs necessary for sustaining drug-free workplaces. As a condition of employment, candidates will be required to pass a pre-employment drug screen.

Saab provides an excellent working environment offering professional growth opportunities, competitive wages, work-life balance, a business casual atmosphere and comprehensive benefits.

Highlights include:

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…