Lead IT Support Professional

Saab, Inc is looking for a seasoned IT professional to join our growing team. The Lead IT Support Professional will be responsible for maintaining a high level of customer satisfaction and finding ways to measure and improve it. By maintaining a current knowledge base for end users and support staff, you will promote a smooth-running IT environment with timely and knowledgeable support. While this role will focus on support in a specific location, the role will also provide broader support which includes support for IT requests and incidents for all employees and contractors across Saab U.S. You will ensure that support is delivered in a timely, organized, and attentive manner.

This individual should have excellent communication, interpersonal, and customer service skills as this is also a hands-on position. The technical support manager should be observant and detail-oriented and possess an understanding of the business, services, and the issues employees face.

Responsibilities

• Lead and mentor a growing team of IT Support professionals, of varying skills and experience levels.
• Collaborate with business partners inside and outside of the IT organization to deliver impactful projects on time and on budget.
• Maintain high level of customer satisfaction and adherence to published service level agreements.
• Maintain an up-to-date knowledge of hardware, software, and general IT systems by studying relevant publications and participating in educational programs.
• Monitor emerging technologies and make recommendations.
• Provide support via phone calls, ticket submissions, and deskside support in order of priority.
• Responding to escalated corporate support issues.
• Serve as the highest technical escalation point for IT Infrastructure technology and assist IT Technical services help desk.
• Coordinate implementation of system changes, upgrades, and modifications according to business needs to include proper change management.
• Self-directed and motivated to ensure quality customer support and proactive maintenance of the Corporate IT environment.
• Providing guidance and support to corporate support analysts on projects and best practices.
• Manage service tickets to ensure timely resolution on all issues.
• Manage and monitor internal assets to ensure accurate inventory records.
• Maintain company compliance like ISO 27001, CMMC and NIST frameworks.
• Participating in an on-call rotation

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.

Qualifications

• Bachelor's degree in related field preferred, or 5+ years of experience.
• 6+ years of experience with technical support and problem solving.
• 4+ years of experience managing Office365.
• 4+ years of experience support VMWare environments.
• Proven ability to work autonomously, identifying problems, and solving independently.
• Extensive knowledge and experience working with client operating systems.
• Ability to work well under pressure with time restraints.
• Strong leadership, communications (oral & written), organizational and delegation skills.
• Strong troubleshooting experience.
• Linux and Windows Server OS knowledge

Preferred Skills and Knowledge

• Cisco LAN and Wireless configuration
• Experience with patch management software
• Experience with automation & scripting
• Experience with Teams VoIP systems
• Experience with Azure and other Cloud solutions
• Experience with Citrix VDI or other VDI platforms like VMware One
• Experience with MDM/UEM solutions

Travel

• Available for moderate overnight travel

Citizenship Requirements:

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, business-casual atmosphere and comprehensive benefits:

• Medical, vision and dental insurance for employees and dependents

• Paid time off including: minimum of 3 weeks vacation, 5 floating holidays, 8 designated holidays, parental leave, personal illness, bereavement, jury duty, long-term and short-term disability

• 401(k) with immediate vesting on employer match

• Tuition assistance

• Student loan assistance

• Wellness account, Care.com subscription and employee assistance programs

• Employee stock purchase program with employer match

Saab is a leading defense and security company with an enduring mission, to help nations keep their people and society safe. Empowered by its 19,000 talented people, Saab constantly pushes the boundaries of technology to create a safer, more sustainable and more equitable world. In the U.S., Saab delivers advanced technology and systems, supporting the U.S. Armed Forces and the Federal Aviation Administration, as well as international and commercial partners. Headquartered in Syracuse, New York, the company has business units and local employees in eight U.S. locations.

Saab is a company where we see diversity as an asset and offer unlimited opportunities for advancing in your career. We are also a company that respects each person's needs and encourage employees to lead a balanced, rewarding life beyond work. Saab values diversity and is an Affirmative Action employer for protected veterans and individuals with disabilities. Saab is an Equal Employment Opportunity employer, all qualified individuals are encouraged to apply and will be considered for employment without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, age, veteran, disability status, or any other federal, state, or locally protected category.