Operations Support Lead

Operations Support Lead

Parsons is seeking an experienced Operations Support Lead to lead service desk, user support, asset management, and IT operations activities supporting a large-scale Government cybersecurity program. This is an opportunity to build and lead a high-performing operations team responsible for keeping mission-critical users, systems, applications, and infrastructure secure, available, and performing effectively.

As the Operations Support Lead, you will lead a team providing 12-hour-per-day, 5-day-per-week operational support across Tier 0, Tier 1, and Tier 2 service desk operations, end-user support, systems administration, telecommunications, hardware and software asset management, and infrastructure support. You will help shape the team's staffing, processes, priorities, and service delivery model while serving as a hands-on subject matter expert and trusted advisor to both the team and program leadership.

You will establish disciplined support processes, improve the customer experience, monitor operational performance, and ensure incidents and service requests are resolved, documented, and escalated appropriately. The ideal candidate is a collaborative operational leader who combines strong technical knowledge with the ability to organize people, improve processes, manage competing priorities, and deliver reliable service in a demanding cybersecurity environment.

You'll be joining Parsons' local Analytics & Engineering team, a community known for its strong culture of defensive cyber operations, technical excellence, and collaboration. We invest in both mission success and team connection through regular social events, technical talks, training opportunities, and hands-on innovation activities at our Cybersecurity Center of Excellence Lab in Columbia, MD. From team lunches and ice cream socials to family-friendly seasonal events and technical learning sessions, we work hard to create an environment where people can do meaningful work and enjoy being part of the team.

What You'll Be Doing:

• Lead, organize, mentor, and support a team providing service desk and IT operations services.
• Manage Tier 0, Tier 1, and Tier 2 support for designated systems, applications, infrastructure, and telecommunications services.
• Establish and maintain troubleshooting guides, knowledge articles, Standard Operating Procedures, and user support processes.
• Manage the intake, triage, routing, tracking, resolution, and documentation of incidents and service requests.
• Monitor service desk performance, including ticket volume, response times, resolution times, backlog, customer satisfaction, and service-level performance.
• Coordinate user onboarding, account provisioning, access requests, training, and other end-user services.
• Provide technical guidance and hands-on support for endpoints, applications, servers, networks, telecommunications, and other IT services.
• Coordinate with cybersecurity, infrastructure, cloud, DevSecOps, application, and network teams to resolve operational issues.
• Support the procurement, receipt, distribution, tracking, and accountability of Government and contractor hardware and software assets.
• Maintain accurate asset inventory records, including license details, issuance information, warranties, points of contact, and vendor support information.
• Support software licensing, asset lifecycle management, total cost of ownership reporting, and supply chain risk management activities.
• Monitor system availability, performance, security, capacity, and operational health.
• Support release deployments, application configuration, infrastructure changes, and approved maintenance activities.
• Ensure repairs, changes, additions, and removals are documented through approved configuration and change-management processes.
• Provide utilization, capacity, inventory, availability, and performance data to support infrastructure planning and operational decision-making.
• Support Risk Management Framework and Authority to Operate activities by providing technical evidence and operational documentation.
• Identify recurring problems, operational risks, staffing needs, and process-improvement opportunities.
• Develop and implement corrective actions to improve service quality, operational efficiency, and customer satisfaction.
• Support transition-in, transition-out, surge staffing, training, and continuity-of-operations activities.
• Provide clear operational status updates, performance metrics, and recommendations to program and Government leadership.

What Required Skills You'll Bring:

• TS/SCI clearance active/current.
• Seven or more years of experience in IT operations, service desk support, systems administration, cybersecurity operations, infrastructure support, or a related field.
• At least one year of experience leading, supervising, mentoring, or coordinating an IT operations, service desk, infrastructure, or cybersecurity support team.
• Experience providing Tier 1 and Tier 2 technical support in a structured service desk or IT operations environment.
• Experience with ticketing, incident management, request fulfillment, escalation, and service-level tracking.
• Experience developing or maintaining troubleshooting guides, knowledge articles, SOPs, or other operational documentation.
• Experience supporting hardware and software inventory, asset management, licensing, procurement, or lifecycle management.
• Experience monitoring system or network availability, performance, and operational health.
• Strong organizational, communication, customer-service, analytical, and problem-solving skills.
• Ability to support a 12x5 operational schedule, as required by the mission.

What Desired Skills You'll Bring:

• Experience supporting federal, classified, or other highly regulated environments.
• Experience with ServiceNow or a comparable enterprise service-management platform.
• ITIL certification or experience applying ITIL service-management practices.
• Experience supporting network, server, cloud, virtualization, telecommunications, or data center operations.
• Experience with endpoint management, patch management, software deployment, configuration management, or security tools.
• Familiarity with Risk Management Framework, Authority to Operate packages, STIGs, vulnerability management, and cybersecurity compliance.
• Experience supporting Network Operations Centers, Security Operations Centers, or Command and Control Operations Centers.
• CompTIA, Microsoft, Cisco, ITIL, or comparable technical certifications

Security Clearance Requirement:

An active Top Secret SCI security clearance is required for this position.