Lead Senior Support Engineer

Briles Aerospace, LLC; Gardena (CA); On-site; USD 90,000 - 130,000; Full time

Job summary

Briles Aerospace, LLC is seeking an experienced IT Support Lead to serve as the primary escalation point for complex issues, including Microsoft 365, Windows, AD, and Azure. The role provides technical leadership to the support team and coordinates cross-functional efforts with infrastructure, security, and application teams.

The position involves handling high-priority incidents, driving root cause analysis, and mentoring junior engineers in a fast-paced manufacturing IT environment.

Qualifications

• 7–10 years of IT support, systems administration, or related technical role.
• Proven ability to troubleshoot and resolve complex issues in an enterprise environment.
• Strong knowledge of Microsoft 365, Windows Server and desktop OS, Active Directory/Entra ID, Azure services, networking, and endpoint management tools.
• Experience with ITSM platforms such as ServiceNow or Jira.
• Excellent written and verbal communication; able to balance technical work with mentoring responsibilities.

Responsibilities

• Serve as primary escalation point for complex IT issues.
• Troubleshoot and resolve issues across Microsoft 365, Windows, AD, Azure, networking, and enterprise apps.
• Provide technical leadership and guidance to support engineers.
• Prioritize and manage support tickets to meet SLAs.
• Lead root cause analysis and recommend long-term fixes.
• Create and maintain technical documentation and knowledge bases.
• Collaborate with infrastructure, security, and application teams.
• Support system upgrades, deployments, migrations, and IT projects.
• Identify opportunities to improve processes and efficiency.
• Participate in incident response during major outages.
• Mentor junior and mid-level engineers.

Skills

Troubleshooting

Communication

Mentoring

IT Leadership

SLA Awareness

Tools

Microsoft 365

Windows Server

Active Directory

Azure Services

Intune

SCCM

Entra ID

ServiceNow

Jira

Job description

What You'll Do

• Serve as the primary escalation point for complex technical issues that the frontline support team cannot resolve.


• Troubleshoot and resolve issues involving Microsoft 365, Windows systems, Active Directory, Azure, networking, and enterprise applications.


• Provide technical leadership and guidance to support engineers and analysts.


• Help prioritize and manage support tickets to ensure service levels are met.


• Lead root cause analysis efforts and recommend long-term solutions for recurring issues.


• Create and maintain technical documentation, support procedures, and knowledge base articles.


• Partner with infrastructure, security, and application teams to resolve cross-functional issues.


• Support system upgrades, deployments, migrations, and other IT projects.


• Identify opportunities to improve processes, increase efficiency, and enhance the overall support experience.


• Participate in incident response activities and help coordinate efforts during major outages.


• Mentor junior and mid-level engineers through technical coaching and knowledge sharing.


• Help establish and maintain support standards, best practices, and operational procedures.

Manufacturing & Site Support

In addition to core support duties, this role provides hands-on IT support across PennAero's manufacturing and site environments.

• Provide IT support for manufacturing operations, production lines, laboratories, warehouses, and office environments.


• Support manufacturing-related technologies, including shop floor PCs, industrial workstations, barcode scanners, label printers, tablets, and other operational technology (OT) devices.


• Assist with troubleshooting and maintenance of laboratory systems, testing equipment, and technology used in production and quality environments.


• Work closely with Manufacturing, Engineering, Quality, and Facilities teams to resolve technology issues that affect operations.


• Support IT infrastructure and endpoint devices located in production areas while following all site safety and compliance requirements.


• Participate in equipment deployments, workstation installations, and technology upgrades within manufacturing and laboratory environments.


• Respond to critical production-impacting incidents with urgency to minimize operational downtime.

Required Qualifications

• 7–10 years of experience in IT support, systems administration, or a related technical support role.


• Proven ability to troubleshoot and resolve complex technical issues in an enterprise environment.


• Strong knowledge of Microsoft 365; Windows Server and desktop operating systems; Active Directory and Entra ID; Azure services; networking fundamentals (DNS, DHCP, TCP/IP, VPN); and endpoint management tools such as Intune or SCCM.


• Experience working within an ITSM platform such as ServiceNow or Jira.


• Strong written and verbal communication skills.


• Ability to balance technical work with leadership and mentoring responsibilities.


• Experience working in environments with defined SLAs and support processes.

Preferred Qualifications

• Experience leading projects or providing technical leadership to support teams.


• ITIL Foundation certification or equivalent experience.


• Microsoft certifications related to Azure, Microsoft 365, or Windows administration.


• Experience with PowerShell scripting and automation.


• Familiarity with cybersecurity best practices and endpoint security tools.


• Experience supporting manufacturing, laboratory, pharmaceutical, biotechnology, food production, or industrial environments.


• Familiarity with manufacturing systems, quality systems, laboratory applications, or operational technology (OT) environments.


• Understanding of GMP, EHS, safety compliance, or regulated manufacturing environments is a plus.