IT Support Lead

The IT Support Lead will oversee our technical support team and ensure the smooth operation of IT services in support of the FAA BNATC contract. This role is responsible for managing day-to-day support activities, coordinating issue resolution, and driving continuous improvement in IT service delivery. The IT Support Lead will act as a bridge between end-users, IT staff, and management, ensuring technology enables business success within the FAA IT environment.

Key Responsibilities:

Team Leadership

Supervise and mentor IT support staff, providing guidance and training.
• Assign and prioritize support tickets, ensuring timely resolution.
• Foster a collaborative and customer-focused team culture.

Technical Support

• Oversee troubleshooting and resolution of hardware, software, and network issues.
• Ensure proper escalation of complex problems to specialized teams.
• Maintain documentation of incidents, solutions, and best practices.

Service Management

• Monitor IT support performance metrics (response times, resolution rates, customer satisfaction).
• Implement ITIL-based service management practices.
• Drive improvements in helpdesk processes and tools.

Stakeholder Engagement

• Act as the primary point of contact for IT support escalations.
• Communicate effectively with business units to understand needs and provide solutions.
• Collaborate with IT leadership on strategic initiatives and technology upgrades.

Governance & Compliance

• Ensure adherence to IT security policies and compliance standards.
• Support audits and maintain accurate records of IT assets and licenses.
• Promote best practices in cybersecurity awareness among staff.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 6+ years of IT support experience, with at least 2 years in a leadership role.
• Strong knowledge of operating systems (Windows, macOS, Linux), networking, and enterprise applications.
• Familiarity with IT service management frameworks (ITIL, COBIT).
• Excellent problem-solving, organizational, and communication skills.
• Certifications such as CompTIA A+, Network+, ITIL Foundation, or Microsoft Certified Professional are a plus.
• US Citizenship.
• Must have the ability to obtain / maintain a Public Trust clearance.

Preferred Qualifications

• Ability to lead and motivate a diverse technical team.
• Strong customer service orientation.
• Experience with ticketing systems (ServiceNow, Jira, Zendesk).
• Knowledge of cloud platforms (Microsoft 365, Azure, AWS) and remote support tools.

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world's leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can't be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we're keeping people around the world safe and secure.