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Job Description:
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.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/.
Skills Required
- Active/current TS/SCI security clearance
- Eleven or more years of experience in cybersecurity, cyber operations, information assurance, information security, or a related field
- CISSP certification or equivalent industry-recognized cybersecurity certification
- At least one year leading, supervising, mentoring, or coordinating a cybersecurity or related technical team
- Experience in penetration testing, vulnerability assessment and management, threat hunting, incident response, security monitoring, SOC operations, security control assessment, RMF/ATO support, configuration and patch management, or cybersecurity compliance
- Experience developing cybersecurity reports, technical documentation, policies, procedures, or operational playbooks
- Experience communicating cybersecurity risks, findings, and recommendations to technical and nontechnical stakeholders
- Strong leadership, analytical, problem-solving, written, and verbal communication skills
- Experience supporting federal, classified, or highly regulated environments
- Experience supporting IT and OT environments
- Experience with RMF, ATO packages, Assess-Only authorizations, STIGs, POA&Ms, and continuous monitoring
- Experience with SIEM, SOAR, EDR, vulnerability scanning, network monitoring, intrusion detection, threat intelligence, or security orchestration tools
- Experience leading cybersecurity operations in a SOC, NOC, Cybersecurity Service Provider, or similar environment
- Experience with cloud, hybrid infrastructure, DevSecOps, Infrastructure as Code, or Configuration as Code
- Experience developing or maintaining incident response plans and procedures
- Experience with DoD cybersecurity orders, taskers, compliance directives, and security control frameworks
- GIAC, CEH, OSCP, CISM, Security+, CySA+, CASP+, or comparable certifications
- Experience supporting 12x5 or 24x7 cybersecurity operations
Parsons Corporation Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Parsons Corporation and has not been reviewed or approved by Parsons Corporation.
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Retirement Support — Retirement programs are framed as a major value driver, with an ESOP alongside a 401(k) match and additional stock-purchase options contributing meaningfully to total rewards. This structure is positioned as especially attractive for employees who value long-term wealth-building over immediate cash.
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Healthcare Strength — Health coverage is described as broad and choice-rich, with multiple plan types (PPO, HDHP, and some HMO networks) plus dental, vision, EAP, and wellness resources. The availability of different plan designs and national-carrier coverage supports varied employee needs.
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Leave & Time Off Breadth — Time-off offerings are portrayed as competitive, including PTO, holidays, flexible schedules such as a 9/80 option for eligible roles, and floating holidays in the U.S. Paid parental leave of 160 hours is also highlighted as a meaningful component of the overall package.
Parsons Corporation Insights
What We Do
Parsons is a digitally enabled solutions provider with a focus on making the world safer, smarter, healthier, more sustainable, and more connected. Founded in 1944, Parsons primarily serves the defense, security, and infrastructure markets. Uniquely qualified to deliver cyber/converged security, technology-based intellectual property, and other innovative services, the corporation delivers state-of-the-art solutions to federal, regional, and local government agencies as well as to private industrial customers worldwide. Parsons has a reputation for inclusion and diversity and has been named to the Ethisphere Institute’s list of World’s Most Ethical Companies for 10 consecutive years. Parsons facilitates a culture of innovation by encouraging collaboration among its employees and providing opportunities for career growth. With offices around the globe, people of varied talents and backgrounds, and a wide range of exciting projects, the possibilities at Parsons are endless. For more about Parsons, visit www.parsons.com. Mission: Delivering innovative infrastructure, defense, and security solutions to enable a more sustainable, safer, smarter, and more connected world.
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