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:

Tier 3 Escalation & Advanced Technical Support:

• 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

The Company

We believe in generating success collaboratively, enabling long-term mission success, and building trust for the next challenge. With you as our partner, let’s solve challenges, think innovatively, and maximize impact. As a valued member of our team, you have the unique opportunity to work in a diverse range of technology and business career paths, all while supporting our nation and delivering innovative technology solutions. We are a close community of experts that pride ourselves on creating an environment defined by teamwork, dedication, and excellence.

We hold three ISO certifications (27001:2013, 20000-1:2011, 9001:2015) and two CMMI ML 3 ratings (DEV and SVC).

Industry Recognition

Growth | Inc 5000’s Fastest Growing Private Companies, DC Metro List Fastest Growing; Washington Business Journal: Fastest Growing Companies, Top Performing Small Technology Companies in Greater D.C.

Culture | Northern Virginia Technology Council Tech 100 Honoree; Virginia Best Place to Work; Washington Business Journal: Best Places to Work, Corporate Diversity Index Winner – Mid-Size Companies, Companies Owned by People of Color; Department of Labor’s HireVets for our work helping veterans transition; SECAF Award of Excellence finalist; Victory Military Friendly Brand; Virginia Values Veterans (V3); Cystic Fibrosis Foundation Corporate Breath Award

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.

Commitment Equal Opportunity Employment & VEVRAA

Kentro is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state or local law.

Kentro is strongly committed to compliance with VEVRAA and other applicable federal, state, and local laws governing equal employment opportunity. We have developed comprehensive policies and procedures to ensure our hiring practices align with these requirements.

As part of our VEVRAA compliance efforts, Kentro has established an equal opportunity plan outlining our commitment to recruiting, hiring, and advancing protected veterans. This plan is regularly reviewed and updated to ensure its effectiveness.

We encourage protected veterans to self-identify during the application process. This information is strictly confidential and will only be used for reporting and compliance purposes as required by law. Providing this information is voluntary and will not impact your employment eligibility.

Our commitment to equal employment opportunity extends beyond legal compliance. We are dedicated to fostering an inclusive workplace where all employees, including protected veterans, are treated with dignity, respect, and fairness.

How to Apply

To apply to Kentro Positions- Please click on the: “Apply for this Job” button at the bottom of this Job Description or the button at the top: “Application.” Please upload your resume and complete all the application steps. You must submit the application for Kentro to consider you for a position. If you need alternative application methods, please email [email protected] and request assistance.

Accommodations

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. If you need to discuss reasonable accommodations, please email [email protected] .

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