Support Desk Lead: Microsoft 365 & IT Ops

StratasCorp Technologies; Chesapeake (VA); On-site; USD 140,000 - 175,000; Full time

Job summary

StratasCorp Technologies is seeking a Support Lead/Deputy Program Lead to supervise a Microsoft-focused end-user support team. You will guide daily operations, mentor staff, and coordinate escalations with cross-functional IT teams in a fast-paced environment.

You will oversee ticket queues, ensure SLA performance, and drive improvements in service desk processes while providing hands-on technical guidance for Microsoft 365, Windows 10/11, Entra ID, and Azure Virtual Desktop.

Qualifications

• Bachelor's degree or equivalent experience in IT or related field.
• 7+ years in IT support, service desk, or technical support.
• At least 1 year in a lead or mentoring role.
• Strong knowledge of Microsoft 365, Windows 10/11, Entra ID, Azure Virtual Desktop.

Responsibilities

• Lead and mentor Support Desk Technicians and oversee daily operations.
• Manage ticket queues, SLA adherence, and escalation processes.
• Coordinate staffing, coverage, and handoffs during peak times.
• Develop and enforce SOPs; improve knowledge base and tooling.

Skills

Technical Leadership

Customer Service

Advanced Troubleshooting

Team Mentoring

Education

Bachelor's degree or equivalent

Tools

ServiceNow

Jira Service Management

Zendesk

Job description

StratasCorp Technologies is seeking a Support Lead/Deputy Program Lead to supervise a Microsoft-focused end-user support team. You will guide daily operations, mentor staff, and coordinate escalations with cross-functional IT teams in a fast-paced environment.

You will oversee ticket queues, ensure SLA performance, and drive improvements in service desk processes while providing hands-on technical guidance for Microsoft 365, Windows 10/11, Entra ID, and Azure Virtual Desktop.