Lead Senior Support Engineer

We’re looking for a Lead Senior Support Engineer with 7-10 years of hands-on IT support experience who can take ownership of complex technical issues, provide guidance to the support team, and help drive operational excellence. This person will act as the go-to escalation resource for challenging problems while balancing technical leadership with day-to-day support responsibilities.

The ideal candidate has a strong technical background, enjoys solving problems, and can mentor team members without losing sight of customer service. This role requires someone comfortable working across infrastructure, cloud services, endpoint management, and enterprise applications in a fast-paced environment.

What You’ll Do

• Serve as the primary escalation point for complex technical issues that the frontline support team cannot resolve.
• Troubleshoot and resolve issues involving Microsoft 365, Windows systems, Active Directory, Azure, networking, and enterprise applications.
• Provide technical leadership and guidance to support engineers and analysts.
• Help prioritize and manage support tickets to ensure service levels are met.
• Lead root cause analysis efforts and recommend long-term solutions for recurring issues.
• Create and maintain technical documentation, support procedures, and knowledge base articles.
• Partner with infrastructure, security, and application teams to resolve cross-functional issues.
• Support system upgrades, deployments, migrations, and other IT projects.
• Identify opportunities to improve processes, increase efficiency, and enhance the overall support experience.
• Participate in incident response activities and help coordinate efforts during major outages.
• Mentor junior and mid-level engineers through technical coaching and knowledge sharing.
• Help establish and maintain support standards, best practices, and operational procedures.

Manufacturing & Site Support

In addition to core support duties, this role provides hands-on IT support across PennAero’s manufacturing and site environments.

• Provide IT support for manufacturing operations, production lines, laboratories, warehouses, and office environments.
• Support manufacturing-related technologies, including shop floor PCs, industrial workstations, barcode scanners, label printers, tablets, and other operational technology (OT) devices.
• Assist with troubleshooting and maintenance of laboratory systems, testing equipment, and technology used in production and quality environments.
• Work closely with Manufacturing, Engineering, Quality, and Facilities teams to resolve technology issues that affect operations.
• Support IT infrastructure and endpoint devices located in production areas while following all site safety and compliance requirements.
• Participate in equipment deployments, workstation installations, and technology upgrades within manufacturing and laboratory environments.
• Respond to critical production-impacting incidents with urgency to minimize operational downtime., Success in this position means becoming a trusted technical leader, improving the efficiency of support operations, helping develop the team, and ensuring that employees receive timely and effective IT support. You’ll be someone that others rely on when issues are complex, business-critical, or require a deeper level of technical expertise.

• 7-10 years of experience in IT support, systems administration, or a related technical support role.
• Proven ability to troubleshoot and resolve complex technical issues in an enterprise environment.
• Strong knowledge of Microsoft 365; Windows Server and desktop operating systems; Active Directory and Entra ID; Azure services; networking fundamentals (DNS, DHCP, TCP/IP, VPN); and endpoint management tools such as Intune or SCCM.
• Experience working within an ITSM platform such as ServiceNow or Jira.
• Strong written and verbal communication skills.
• Ability to balance technical work with leadership and mentoring responsibilities.
• Experience working in environments with defined SLAs and support processes.

Preferred Qualifications

• Experience leading projects or providing technical leadership to support teams.
• ITIL Foundation certification or equivalent experience.
• Microsoft certifications related to Azure, Microsoft 365, or Windows administration.
• Experience with PowerShell scripting and automation.
• Familiarity with cybersecurity best practices and endpoint security tools.
• Experience supporting manufacturing, laboratory, pharmaceutical, biotechnology, food production, or industrial environments.
• Familiarity with manufacturing systems, quality systems, laboratory applications, or operational technology (OT) environments.
• Understanding of GMP, EHS, safety compliance, or regulated manufacturing environments is a plus.

What We’re Looking For

• Someone who enjoys digging into difficult technical problems and seeing them through to resolution.
• A team player who leads by example and is willing to help others grow.
• A strong communicator who can explain technical issues to both technical and non-technical audiences.
• A person who takes ownership, follows through on commitments, and continuously looks for ways to improve support operations.

Manufacturing Environment Requirements

• Comfortable working in a manufacturing environment that may include production floors, warehouses, laboratories, and office spaces.
• Must be able to safely work around manufacturing equipment, moving machinery, forklifts, and other industrial operations.
• Required to follow all company safety policies, procedures, and site-specific regulations.
• Must wear required Personal Protective Equipment (PPE) when entering designated manufacturing or laboratory areas, which may include safety glasses, steel-toe footwear, hearing protection, high-visibility clothing, hairnets, gloves, or other equipment as required by site policies.
• Ability to work in environments with elevated noise levels and varying temperatures while adhering to safety guidelines.
• May be required to complete applicable safety, GMP, laboratory, environmental health and safety (EHS), or compliance training.
• Ability to occasionally lift and move IT equipment weighing up to 40 pounds.
• Ability to walk manufacturing floors, climb stairs, and travel between buildings or facilities as necessary.

Pulled from the full job description 401(k) Health insurance Paid time off Vision insurance Dental insurance Flexible schedule, * 401(k)

• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance