Workplace Support Leader

Safran; Denton (TX); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive salaries

Paid holidays

Comprehensive benefits

401K with employer match

Professional development

Tuition assistance

Career paths across global sites

Job summary

Safran Electrical & Power in Denton, Texas is seeking a skilled IT Service Lead to head the IT Support team, drive service delivery, and coordinate cross-functional incidents. This role emphasizes leadership, incident management, and a strong focus on customer service.

You will manage SLAs, monitor team performance, and contribute to continuous improvement while ensuring IS policies and security standards are followed. This position offers growth across Safran’s global IT landscape.

Qualifications

• Bachelor's degree in IT or related field.
• Minimum 5 years IT Support or Service Desk experience.
• Experience meeting SLAs and coordinating team.

Responsibilities

• Lead IT support team to ensure efficient service delivery.
• Coordinate IT projects and support activities to meet business objectives.
• Assign tasks, prioritize workloads, and monitor team performance.
• Foster a culture of customer service excellence, accountability, and continuous improvement.
• Act as the escalation point for major incidents and coordinate response activities.
• Coordinate cross-functional teams and stakeholders during complex or transverse incidents.
• Communicate incident impacts, progress, and resolution status to end users and technical teams.
• Prepare and deliver incident reports, analytics, and performance metrics.
• Proactively identify recurring issues and drive problem management initiatives to prevent future incidents.
• Supervise user account administration, including provisioning, modifications, and access controls.
• Support compliance with information security standards, policies, and procedures.
• Oversee Local Area Network (LAN) administration and support activities.
• Maintain accurate documentation of processes, incidents, and inventory records.

Skills

Leadership

Incident management

Customer service

Team supervision

Education

Bachelor's Degree in IT

Tools

ITIL

Job description

HERE, WE CRAFT EXCELLENCE TOGETHER. At Safran, we believe in sustainable career journeys, collaboration as a cornerstone of innovation, and the freedom to explore diverse career paths. We are proud to be featured in TIME's World's Best Companies 2025 ranking, securing 2nd place in the Aerospace & Defense sector and 52nd overall. As a Workplace Support Team Leader, you'll contribute to meaningful projects that shape the future of aerospace.

This position contributes to our vision by:

• Lead, supervise, and support the IT support team to ensure efficient service delivery.
• Coordinate IT projects and support activities to meet business objectives.
• Assign tasks, prioritize workloads, and monitor team performance.
• Foster a culture of customer service excellence, accountability, and continuous improvement.
• Act as the escalation point for major incidents and coordinate response activities.
• Coordinate cross-functional teams and stakeholders during complex or transverse incidents.
• Communicate incident impacts, progress, and resolution status to end users and technical teams.
• Prepare and deliver incident reports, analytics, and performance metrics.
• Proactively identify recurring issues and drive problem management initiatives to prevent future incidents.
• Supervise user account administration, including provisioning, modifications, and access controls.
• Support compliance with information security standards, policies, and procedures.
• Oversee Local Area Network (LAN) administration and support activities.
• Maintain accurate documentation of processes, incidents, and inventory records.
• Adheres to safe work practices and contributes to the evolution of the health, safety, and environmental program and culture;
• Regular, predictable attendance is required;
• Other duties may be assigned.

What we offer:

• Competitive salaries
• Paid holidays
• Comprehensive benefits
• Retirement (401K) plans with employer match
• Professional development opportunities
• Tuition assistance
• Over 300 career paths across global sites

Work Culture:

At Safran, we foster a respectful and inclusive workplace where diverse perspectives are valued. We support sustainable career journeys and encourage employees to explore multiple paths for growth. Collaboration is essential to our success, and we are committed to helping every team member thrive. We engage with our communities through educational programs, outreach initiatives, and career events, inspiring future talent to join our mission.

At Safran Electrical & Power, we value service-oriented team players who demonstrate strong interpersonal skills, a positive attitude, and the ability to adapt to our dynamic, innovative environment.

Education and/or Experience

• Bachelor's Degree in Information Technology, Computer Science, Information Systems, Computer Engineering, or a related field.
• Minimum 5 years of experience in IT Support, Service Desk, Infrastructure Support, or a related field.
• Monitors work to ensure service levels, priorities, and business objectives are met.
• Manages team schedules, workload distribution, vacations, and resource allocation to maintain adequate service coverage.
• Monitors individual and team performance against established Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and departmental goals.
• Ensures adherence to company policies, Information Security (IS) procedures, and IT service management processes.
• Serves as the primary escalation point for complex incidents, major incidents, and customer service issues.
• Facilitates team meetings, communicates organizational priorities, and promotes collaboration across departments.
• Identifies training needs and ensures continuous development of technical and customer service skills within the team.
• Supports a culture of continuous improvement, teamwork, and customer satisfaction.
• Ensures compliance with Health, Safety, and Environmental (HSE) requirements and promotes a safe working environment for all team members.
• Provides input on budgeting, equipment planning, and resource requirements related to IT support operations.
• Conducts performance evaluations, establishes individual objectives, and supports employee development plans.

Highlights from our facility:

As the North American headquarters for Safran Electrical & Power, the Denton, Texas facility brings together a diverse team committed to crafting excellence. Here, we innovate smarter electrical solutions for a better flight—together. Recognized with honors such as the Northrop Grumman Supplier Performance Excellence Award, Sikorsky Elite Supplier, and Boeing Supplier of the Year, we are proud to lead in quality and innovation. Located in the heart of North Texas, Denton offers a vibrant arts and music scene and is home to two major universities!

This description outlines the general nature and level of work for this position. Duties, responsibilities, and qualifications may vary by assignment or group. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

Safran Electrical & Power is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. For verification or accommodation requests, please email [e-mail] or call 940-394-7934. We will make a determination on your request for reasonable accommodation on a case-by-case basis. Candidates for positions with Safran Electrical & Power must be legally authorized to work in the United States. Employment eligibility verification will be required at the time of hire.

Must be a US Citizen to be considered for ITAR purposes.

Visa sponsorship is not available for this position.

Relocation assistance is not offered for this position.