{"id":3197884,"url":"https://alion.io/job/parsons-operations-support-lead","title":"Operations Support Lead","company":{"id":4937,"name":"Parsons","domain":"parsons.com","url":"https://alion.io/company/parsons","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":80,"open_postings":208,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":15,"computed_at":"2026-10-25T05:49:26Z"}},"role":"Operations","role_family":"Operations","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Linthicum Heights, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":88000,"max_usd":205000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1211},"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"Service Desk","optional":false},{"name":"ITIL","optional":true},{"name":"ServiceNow","optional":true}],"status":"live","first_seen_at":"2026-09-16T00:00:00Z","employer_posted_date":"2026-09-16","last_verified_at":"2026-10-25T23:09:44Z","board_verified":true,"closed_at":null,"days_open":40,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":40},"description":"In a world of possibilities, pursue one with endless opportunities. Imagine Next!At Parsons, you can imagine a career where you thrive, work with exceptional people, and be yourself. Guided by our leadership vision of valuing people, embracing agility, and fostering growth, we cultivate an innovative culture that empowers you to achieve your full potential. Unleash your talent and redefine what’s possible.Job Description:\nParsons 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.\nAs 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.\nYou 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.\nYou’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.\nWhat You'll Be Doing:\nLead, organize, mentor, and support a team providing service desk and IT operations services.\nManage Tier 0, Tier 1, and Tier 2 support for designated systems, applications, infrastructure, and telecommunications services.\nEstablish and maintain troubleshooting guides, knowledge articles, Standard Operating Procedures, and user support processes.\nManage the intake, triage, routing, tracking, resolution, and documentation of incidents and service requests.\nMonitor service desk performance, including ticket volume, response times, resolution times, backlog, customer satisfaction, and service-level performance.\nCoordinate user onboarding, account provisioning, access requests, training, and other end-user services.\nProvide technical guidance and hands-on support for endpoints, applications, servers, networks, telecommunications, and other IT services.\nCoordinate with cybersecurity, infrastructure, cloud, DevSecOps, application, and network teams to resolve operational issues.\nSupport the procurement, receipt, distribution, tracking, and accountability of Government and contractor hardware and software assets.\nMaintain accurate asset inventory records, including license details, issuance information, warranties, points of contact, and vendor support information.\nSupport software licensing, asset lifecycle management, total cost of ownership reporting, and supply chain risk management activities.\nMonitor system availability, performance, security, capacity, and operational health.\nSupport release deployments, application configuration, infrastructure changes, and approved maintenance activities.\nEnsure repairs, changes, additions, and removals are documented through approved configuration and change-management processes.\nProvide utilization, capacity, inventory, availability, and performance data to support infrastructure planning and operational decision-making.\nSupport Risk Management Framework and Authority to Operate activities by providing technical evidence and operational documentation.\nIdentify recurring problems, operational risks, staffing needs, and process-improvement opportunities.\nDevelop and implement corrective actions to improve service quality, operational efficiency, and customer satisfaction.\nSupport transition-in, transition-out, surge staffing, training, and continuity-of-operations activities.\nProvide clear operational status updates, performance metrics, and recommendations to program and Government leadership.\nWhat Required Skills You'll Bring:\nTS/SCI clearance active/current.\nSeven or more years of experience in IT operations, service desk support, systems administration, cybersecurity operations, infrastructure support, or a related field.\nAt least one year of experience leading, supervising, mentoring, or coordinating an IT operations, service desk, infrastructure, or cybersecurity support team.\nExperience providing Tier 1 and Tier 2 technical support in a structured service desk or IT operations environment.\nExperience with ticketing, incident management, request fulfillment, escalation, and service-level tracking.\nExperience developing or maintaining troubleshooting guides, knowledge articles, SOPs, or other operational documentation.\nExperience supporting hardware and software inventory, asset management, licensing, procurement, or lifecycle management.\nExperience monitoring system or network availability, performance, and operational health.\nStrong organizational, communication, customer-service, analytical, and problem-solving skills.\nAbility to support a 12x5 operational schedule, as required by the mission.\nWhat Desired Skills You'll Bring:\nExperience supporting federal, classified, or other highly regulated environments.\nExperience with ServiceNow or a comparable enterprise service-management platform.\nITIL certification or experience applying ITIL service-management practices.\nExperience supporting network, server, cloud, virtualization, telecommunications, or data center operations.\nExperience with endpoint management, patch management, software deployment, configuration management, or security tools.\nFamiliarity with Risk Management Framework, Authority to Operate packages, STIGs, vulnerability management, and cybersecurity compliance.\nExperience supporting Network Operations Centers, Security Operations Centers, or Command and Control Operations Centers.\nCompTIA, Microsoft, Cisco, ITIL, or comparable technical certifications\n Security Clearance Requirement:\nAn active Top Secret SCI security clearance is required for this position.This position is part of our Federal Solutions team.The Federal Solutions segment delivers resources to our US government customers that ensure the success of missions around the globe. Our intelligent employees drive the state of the art as they provide services and solutions in the areas of defense, security, intelligence, infrastructure, and environmental. We promote a culture of excellence and close-knit teams that take pride in delivering, protecting, and sustaining our nation's most critical assets, from Earth to cyberspace. Throughout the company, our people are anticipating what’s next to deliver the solutions our customers need now.Salary Range: $112,200.00 - $196,400.00We value our employees and want our employees to take care of their overall wellbeing, which is why we offer best-in-class benefits such as medical, dental, vision, paid time off, 401(k), life insurance, flexible work schedules, and holidays to fit your busy lifestyle!Parsons is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, veteran status or any other protected status.We truly invest and care about our employee’s wellbeing and provide endless growth opportunities as the sky is the limit, so aim for the stars! Imagine next and join the Parsons quest-APPLY TODAY!Parsons is aware of fraudulent recruitment practices. To learn more about recruitment fraud and how to report it, please refer to https://www.parsons.com/fraudulent-recruitment/.","description_format":"text","description_chars":8562,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":true,"languages":[]},"benefits":["Flexible schedule","Growth opportunities","Life insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["C4ISR","Information Security","Civil & Structural Engineering","Engineering Services"],"lifecycle":[{"event":"open","at":"2026-10-24T05:53:41Z"}],"visa":[],"liveness":{"score":15,"band":"cold","label":"Long shot","p_open":1,"p_active":0.427,"p_room":0.35,"age_days":39,"expected_fill_days":15,"reasons":["conf:1","stale_co","velocity","win:tail","comp:brand"],"computed_at":"2026-10-25T05:49:26Z"},"pay":null,"html_url":"https://alion.io/job/parsons-operations-support-lead","json_url":"https://alion.io/job/parsons-operations-support-lead.json","meta":{"generated_at":"2026-10-26T02:52:40Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":3770,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-27T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4937},"rest":"https://alion.io/mcp/rest/get_company?id=4937"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fparsons-operations-support-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fparsons-operations-support-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fparsons-operations-support-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/parsons-operations-support-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fparsons-operations-support-lead"}]}