Senior IT Support Specialist / Support Lead

Senior IT Support Specialist / Support Lead

Thank you for considering IT Concepts dba Kentro, where innovation drives opportunity and collaboration leads to success. Our dynamic community of experts is fully committed to advancing our customers' missions, fostering professional growth, and making a positive impact on our communities. By joining our supportive community, you will find that Kentro is dedicated to your personal and professional development. Together, we can drive meaningful change, spark innovation, and achieve extraordinary milestones.

Kentro is hiring a highly skilled Senior IT Support Specialist / Support Lead to strengthen our IT operations, provide advanced technical expertise, and serve as a leadership resource for the support team. The ideal candidate possesses deep technical experience across cloud services, security, automation, and endpoint management, with opportunities for continued professional growth as the organization evolves. This role combines hands-on Tier 3 technical work, operational leadership, and strategic readiness to support Kentro's technology roadmap, compliance requirements, and commitment to an excellent user experience.

Responsibilities:

• Serve as the highest internal escalation point for complex incidents, outages, and requests beyond the Tier 1/Tier 2 scope.
• Diagnose and resolve advanced issues across Windows, network, security, cloud, and endpoint environments.
• Support and oversee patching, updates, firmware upgrades, and system maintenance cycles across all critical systems.
• Configure, manage, and troubleshoot Microsoft 365, Entra ID, Intune, Azure services, IAM controls, and conditional access policies.
• Support configuration and optimization of enterprise applications and cloud workloads, including O365, Azure, AWS.
• Coordinate with vendors and service providers to drive issue resolution and system reliability.

Automation, Productivity & Modern Workplace Engineering:

• Build and maintain solutions using Power Automate, SharePoint, PowerShell, and other automation platforms to streamline workflows and reduce manual IT overhead.
• Create and manage SharePoint sites, lists, automations, permissions, and content structures.
• Develop and maintain Excel spreadsheets with advanced formulas, data validation, and reporting logic.
• Evaluate and implement AI-focused tools, Copilot/ChatGPT integrations, and workflow enhancements that improve IT efficiency and business productivity.

Systems Administration & Cloud Operations:

• Administer Windows OS, Azure AD/Entra ID, Intune, Office 365, and security/compliance toolsets (e.g., Purview).
• Oversee endpoint compliance, configuration profiles, app deployments, and conditional access enforcement.
• Monitor system health, logs, alerts, and performance metrics, proactively identifying trends and emerging risks.
• Support system hardening, patch management, and implementation of security policies.

Leadership, Mentorship & Team Enablement:

• Act as a mentor and escalation guide for IT Support Specialists, helping to develop technical depth and problem-solving capabilities.
• Assist IT Management with coordination of daily operations, workload distribution, best practices, and process improvements.
• Provide leadership support as needed during periods requiring additional oversight to ensure uninterrupted IT operations.
• Conduct cross-training sessions to ensure redundancy across critical IT functions.
• Lead onboarding and technical training for new IT staff.

Operational Excellence & Compliance:

• Contribute to process improvements, documentation, SOP development, and ITSM workflows.
• Maintain accurate asset inventories, software licensing records, and lifecycle management data.
• Support compliance frameworks (CMMC, ISO, internal audit readiness, security policies).
• Participate in DR, BCP, and security incident response exercises.
• Ensure all work follows established change management and security approval processes.

Location: Hybrid in McLean, VA

Requirements:

• 7+ years of progressive IT experience (Support, Systems Engineering, Cloud, or similar).
• Demonstrated Tier 3 support proficiency and ability to resolve complex, multi-layered issues.
• Strong experience with Microsoft 365 ecosystem including Entra ID (Azure AD), Intune, Purview, Exchange Online, SharePoint Online, Teams.
• Proficiency with Power Automate, SharePoint administration, and workflow/process automation.
• Advanced experience with Excel (functions, automation workflows, pivoting/reporting).
• Strong understanding of identity/access management, security controls, conditional access, MFA, SSO, and cloud administration.
• Strong troubleshooting ability across Windows OS, networking fundamentals, and cloud environments.
• Excellent communication, documentation, and customer service skills.
• Ability to mentor others, influence positive change, and support leadership initiatives.

Preferred Qualifications:

• Experience in a Team Lead, Senior Engineer, or interim-leadership role.
• AI or automation-driven systems experience (Copilot, ChatGPT, Power Automate AI, workflow optimization).
• Experience with Azure or multi-cloud environments.
• ITIL Foundation, Security+, MD-102/MD-100, Azure Administrator (AZ-104), or similar certifications.
• Experience supporting compliance frameworks (FedRAMP, CMMC, NIST).

Desired Attributes:

• Highly autonomous with strong ownership of outcomes.
• Operationally disciplined and capable of working under pressure.
• Comfortable balancing hands-on technical work with team leadership responsibilities.
• Strong analytical thinker with a continuous improvement mindset.
• Able to work collaboratively across IT, security, leadership, and business units.

Benefits:

We offer competitive benefits package including paid time off, healthcare benefits, supplemental benefits, 401k including an employer match, discount perks, rewards, and more. We invest in our employees - Every employee is eligible for education reimbursement for certifications, degrees, or professional development. Reimbursement amounts may fluctuate due to IRS limitations. We want you to grow as an expert and a leader and offer flexibility for you to take a course, complete a certification, or other professional growth and networking. We are committed to supporting your curiosity and sustaining a culture that prioritizes commitment to continuous professional development. We work hard; we play hard. Kentro is committed to incorporating fun into every day. We dedicate funds for activities - virtual and in-person - e.g., we host happy hours, holiday events, fitness & wellness events, and annual celebrations. In alignment with our commitment to our communities, we also host and attend charity galas/events. We believe in appreciating your commitment and building a positive workspace for you to be creative, innovative, and happy.