Job Description:
Saab, Inc. is seeking a seasoned IT professional to join our growing team. In this hands-on leadership role, you will be responsible for maintaining a robust knowledge base, optimizing support workflows, ensuring adherence to service level agreements (SLAs), and delivering exceptional customer satisfaction. The ideal candidate brings a strong technical foundation and a customer-centric mindset, with the ability to manage local IT support operations while contributing to enterprise-wide IT initiatives serving employees and contractors across Saab, Inc.
Responsibilities include:
Lead and mentor a growing team of IT Support professionals with varying skills and experience levels.
Collaborate with business partners inside and outside of the IT organization to deliver impactful projects on time and within budget.
Maintain a high level of customer satisfaction and ensure adherence to published SLAs.
Stay current on hardware, software, and IT systems by studying relevant publications and participating in ongoing education.
Provide support through phone calls, ticket submissions, and deskside assistance in order of priority.
Serve as the highest technical escalation point for IT client infrastructure technologies and assist the IT Infrastructure team as needed.
Independently troubleshoot complex issues and implement effective, lasting solutions.
Manage service tickets to ensure timely resolution and consistent service delivery.
Monitor and manage internal assets to maintain accurate inventory records.
Ensure compliance with company and industry standards such as ISO 27001, CMMC, and NIST frameworks.
Participate in an on-call rotation to provide after-hours support as required.
Travel occasionally (approximately 10%) to support enterprise sites and initiatives.
Compensation Range: $90,000 - $112,500
The compensation range provided is a general guideline. When extending an offer, Saab, Inc. considers factors including (but not limited to) the role and associated responsibilities, location, and market and business considerations, as well as the candidate's work experience, key skills, and education/training.
Skills and Experience:
Required Qualifications:
Bachelor’s degree in a related field preferred, or equivalent 5+ years of related experience.
6+ years of experience providing technical support and troubleshooting.
Proven ability to work autonomously, identify issues, and implement solutions independently.
Extensive knowledge of Windows client operating systems.
Ability to work effectively under pressure and within time constraints.
Strong leadership, communication (oral and written), organizational, and delegation skills.
Demonstrated expertise in troubleshooting and problem resolution.
4+ years of experience managing Office 365 environments.
4+ years of experience supporting VMware environments.
Working knowledge of Linux and Windows Server operating systems.
Desired Qualifications:
Experience with patch management tools and methodologies.
Knowledge of Teams VoIP systems.
Experience with Azure and other cloud-based solutions.
Familiarity with VDI (Virtual Desktop Infrastructure) solutions.
Experience managing endpoints via Microsoft Intune and/or SCCM.
Working knowledge of Cisco LAN and wireless configuration.
Citizenship Requirements:
Must be a U.S. citizen. Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information.
Drug-Free Workplaces:
Saab is a federal government contractor and adheres to policies and programs necessary for sustaining drug-free workplaces. As a condition of employment, candidates will be required to pass a pre-employment drug screen.
Benefits:
Saab provides an excellent working environment offering professional growth opportunities, competitive wages, work-life balance, a business casual atmosphere and comprehensive benefits.
Highlights include:
Medical, vision, and dental insurance for employees and dependents
Generous paid time off, including 8 designated holidays
401(k) with employer contributions
Tuition assistance and student loan assistance
Wellness and employee assistance resources
Employee stock purchase opportunities
Short-term and long-term disability coverage
About Us:
Saab is a leading defense and security company with an enduring mission, to help nations keep their people and society safe. Empowered by its 19,000 talented people, Saab constantly pushes the boundaries of technology to create a safer, more sustainable and more equitable world. In the U.S., Saab delivers advanced technology and systems, supporting the U.S. Armed Forces and the Federal Aviation Administration, as well as international and commercial partners. Headquartered in Syracuse, New York, the company has business units and local employees in eight U.S. locations.
Saab is a company where we see diversity as an asset and offer unlimited opportunities for advancing in your career. We are also a company that respects each person’s needs and encourage employees to lead a balanced, rewarding life beyond work. Saab values diversity and is an Affirmative Action employer for protected veterans and individuals with disabilities. Saab is an Equal Employment Opportunity employer, all qualified individuals are encouraged to apply and will be considered for employment without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, age, veteran, disability status, or any other federal, state, or locally protected category.