Senior IT Support Operations Lead — Hybrid

Somatus; McLean (VA); Hybride; USD 125 000 - 140 000; Plein temps

Avantages offerts par ce poste

Subsidized personal healthcarecoverage

Paid Time Off

Professional development: CEU andtuItu

Résumé du poste

Somatus is seeking an IT Support Operations Technical Manager to lead the escalation of complex endpoint and identity issues, while ensuring reliable performance of Microsoft 365, Entra ID, and Intune across the enterprise. The role guides 10 IT support staff, develops standards, and coordinates cross-functional resolution with Infrastructure and Security teams.

The position is hybrid, requiring regular onsite attendance as directed by management.

Qualifications

• 7+ years of progressive, hands-on experience in enterprise systems administration, network administration, Microsoft cloud administration, identity and access management, endpoint engineering, infrastructure operations, or complex enterprise technical support.
• Experience leading technical incident-resolution efforts and root-cause analysis in a distributed enterprise environment.
• Bachelor's degree in Computer Science, Information Technology, Computer Engineering, MIS.

Responsabilités

• Serve as senior escalation point for complex IT incidents involving endpoints, M365, Entra ID, and VPN access.
• Provide advanced escalation support for device imaging, enrollment, and Duo MFA enrollment.
• Develop and maintain technical standards, SOPs, and troubleshooting guides.
• Coordinate resolution across IT Support, Infrastructure, Security, Applications, and external providers.
• Mentor ~10 IT support professionals and drive knowledge transfer.

Connaissances

Advanced communication

Customer service orientation

Independent work

Formation

Bachelor's degree in Computer Science, Information Technology, Computer Engineering, MIS

Outils

Microsoft 365

Microsoft Entra ID

Microsoft Intune

Identity and access management

PowerShell scripting

ServiceNow

Jira Service Management

Description du poste

Somatus is seeking an IT Support Operations Technical Manager to lead the escalation of complex endpoint and identity issues, while ensuring reliable performance of Microsoft 365, Entra ID, and Intune across the enterprise. The role guides 10 IT support staff, develops standards, and coordinates cross-functional resolution with Infrastructure and Security teams.

The position is hybrid, requiring regular onsite attendance as directed by management.