Program Lead

At StratasCorp, our mission strives to put employees first while still being recognized as a leader in the Department of Defense Information Technology sector. We believe in a continuing pursuit of customer satisfaction and operational excellence while exceling in service innovation. We are looking for employees who value corporate culture, leadership, diversity, and commitment to quality, because we are #TeamStratas.

Location

Chesapeake, VA - Chesapeake, VA 23320 US (Primary)

Category

Information Technology

Job Description

The Help Desk Team Lead provides day to day leadership, oversight, and technical guidance for a team of Help Desk Technicians supporting Microsoft-based end user services, including Microsoft 365, Windows 10/11, Azure AD/Entra ID, and standard productivity tools. This role balances hands on support work with supervisory responsibilities-ensuring high-quality service delivery, adherence to SLAs, professional development of staff, and continuous improvement of help desk operations.

The Team Lead acts as the first point of escalation for Tier I technicians, coordinates workload, monitors ticket queues, and collaborates closely with senior IT staff to resolve complex technical issues.

Key Responsibilities

Team Leadership & Operational Oversight

* Oversee daily help desk operations, ensuring timely response and resolution of incidents and service requests.

* Assign, prioritize, and balance workloads across the support team.

* Monitor ticket queues for SLA compliance, aging tickets, and quality of documentation.

* Serve as the initial point of escalation for Tier I technicians, assisting with troubleshooting and decision making.

* Lead daily/weekly standup meetings to communicate priorities, changes, and updates.

* Maintain staffing schedules and coordinate coverage for time off, after-hours support, or surge operations.

Quality Assurance & Continuous Improvement

* Review technician performance through ticket audits, user feedback, and KPIs.

* Identify recurring issues and drive root-cause analysis with Tier II/III teams.

* Develop, refine, and enforce Standard Operating Procedures (SOPs).

* Expand and maintain the knowledge base-promoting documentation best practices.

* Recommend process improvements to enhance efficiency and user experience.

Technical Support (Hands-On)

* Provide advanced troubleshooting support for Microsoft 365, Windows devices, and Azure AD/Entra ID.

* Assist with complex tickets requiring deeper analysis, cross-team collaboration, or elevated permissions.

* Coordinate escalations with system administrators, network engineers, and security teams.

* Support onboarding processes, ensuring consistent execution across the team.

Training & Professional Development

* Mentor junior technicians, providing coaching, feedback, and skills development.

* Facilitate onboarding/training for new staff on tools, procedures, and technical fundamentals.

* Encourage staff in certification pathways aligned with organizational standards.

Reporting & Communication

* Generate reports on ticket volume, SLA performance, and trends for management review.

* Communicate service disruptions, planned maintenance, or high-impact issues to users when appropriate.

* Act as a liaison between help desk staff and leadership to ensure alignment with organizational goals.

• SharePoint Online/OneDrive (sync issues, permissions requests, file recovery).

Required Qualifications

7+ years of experience in a help desk or IT support environment, with at least 1 year in a lead, senior, or mentoring role.

* * Strong working knowledge of:

- Microsoft 365 (Outlook/Exchange, Teams, SharePoint, OneDrive)

- Windows 10/11 troubleshooting

- Azure Virtual Desktop/AD/Entra ID (account tasks, MFA, conditional access fundamentals)

- Basic networking (DNS, DHCP, VPN)

* Experience with ITSM systems (ServiceNow, Jira Service Management, Zendesk, etc.).

* Demonstrated ability to guide and mentor technical staff.

* Excellent communication, customer service, and documentation skills.

- CND, GFACT, or GSEC, Microsoft Certified: Azure Fundamentals (AZ 900), Microsoft 365 Certified: Fundamentals (MS 900). CompTIA Security+ or ability to obtain one prior to employment.

Bachelor's or equivalent experience.

Preferred Qualifications

* Experience with Intune, Endpoint Manager, or SCCM/ConfigMgr.

* Familiarity with admin centers for Exchange Online, Teams, SharePoint, and Entra ID.

* PowerShell experience for automation or bulk tasks.

* Prior experience performing ticket QA, maintaining SOPs, or leading workflow improvements is a must

Previous experience transforming and modernizing help desks/call centers highly desired.

We use E-Verify to confirm the identity and employment eligibility of all new hires.

Security Clearance

Secret

Certification Required

Security+ (CE)

Job Type

Full-time

StratasCorp provides a complete compensation package with competitive wages and benefits that include medical, dental, and vision insurance, FSA & HSA accounts, disability and other income protection benefits, life insurance, paid personal time-off benefits, paid holidays, and a 401K Saving Plan with a company matching contribution.

StratasCorp is committed to equal opportunity in employment, actively seeking to build a diverse and talented workforce, including individuals with disabilities and protected veterans.