IT Support Lead

Who We Are:  

• CAE Vision: Our vision is to be the worldwide partner of choice in defense and security, and civil aviation by revolutionizing our customers’ training and critical operations with digitally immersive solutions to elevate safety, efficiency and readiness.  

• CAE Defense & Security Mission: CAE's Defense and Security business unit focuses on helping prepare military customers to develop and maintain the highest levels of mission readiness.  

• CAE Values: Empowerment, Innovation, Excellence, Integrity and OneCAE make us who we are and we strive to make a difference in the world while helping each other succeed.  

What We Have to Offer:  

• Comprehensive and competitive benefits package and flexibility that promotes work-life balance  

• A work environment where all employees are valued, respected and safe  

• Freedom to succeed by enabling team members to deliver, take initiatives and make decisions  

• Recognition, professional development, advancement and having fun!  

This position is contingent on Contract Award. 

Summary  

Provides exemplary leadership for customer service/helpdesk support team. Ensures database and network security. Responsible for authorizing access to the database, for coordinating and monitoring its use and for acquiring software and hardware resources as needed. Accountable for problems such as breach of security or poor system response time. Responsible for creating accounts, setting system parameters, granting account authorization, changing a schema, and reorganizing the storage structure of a database and other network systems. Repairs databases when corrupted or when programs do not exist to fix data caused by program logic errors. Selects, procures and delivers client hardware and software. Manages team responsible for first-line customer service, including incident correction and requests for new hardware and software. Generates metrics based on department performance and function. Effectively manages IT-based projects based on priority and user requirements. Identifies and evaluates new/existing processes and provides constructive improvements when needed. Assists with coordination and communication of software and hardware deployments, both internally and to numerous remote locations worldwide. Acts as point of escalation for difficult issues or unusual incidents. Conducts routine surveys of users to determine effectiveness of customer service/Help Desk support. 

Essential Duties and Responsibilities  

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

• Responsible for all C-17 TS IT systems, requirements, obsolescence management, upgrades, and operations. 

• Maintains C-17 TS network, ensuring cybersecurity controls are current and functioning, while maintaining user access and functionality.  

• Leads team through all aspects of IT customer support -- Creating accounts, setting system parameters, granting account authorization, changing a schema, and reorganizing the storage structure of a database and other network systems. 

• Performs daily and weekly network backups 

• Develops and maintains IT Help Desk processes and tasks.  Ensures IT Help Desk is staffed and that trouble tickets are tasked and resolved 

• Installs new Workstations, operating systems and common desktop applications 

• Attaches users to the network and maintains network address and username databases 

• Adds and deletes users from the workstation and e-mail domain files 

• Provides primary workstation problem diagnosis and repair for applications, operating systems and networking. 

• Supports remote computing and tele-commuting end users 

• Documents all procedures to collect into the Helpdesk support procedure manual 

• Consults with network and software staff to explain problems and recommend changes to programs 

• Calls software and hardware vendors to request service regarding software and hardware failures under maintenance 

• Tests software and hardware to evaluate ease of use and integration into our common desktop environment. 

• Trains users in common desktop applications 

• Ensures database and network security.  

• Works with programmers to design new database tables, views, roles.  Understand use of hot/cold backups and RAID technology. 

• Estimates hardware (disk space, RAM, CPU, tape) requirements and forecast needs. Monitor usage of system.  Coordinate refreshing of test database. 

• Consults with users to gather information about program needs, objectives, functions, features, and input and output requirements. 

• Allocates system storage and plan future storage requirements for the database system 

• Ensures Scheduled Backup Procedures, Non-Scheduled Backup Procedures, and Types of Backup Media (Initialization Procedures, Label Documentation, Storage Locations (onsite/offsite), testing backups) are in place and functional. 

• Maintains archived data on backup media (types, storage life, doc, loc., testing, accessing) 

• All other duties assigned. 

Qualifications and Education Requirements  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Bachelor’s degree in Management Information Systems, Computer Science, Software Engineering or other technical equivalent 

• 5+ years’ experience in IT field or a combination of education and related experience 

• Knowledge in host and client/server, telecommunications and network migration and development, desktop computing, information system integration, hardware/software evaluation. 

• Experience with the following operating systems, tools, databases, hardware platforms: Current mainstream server software and end-user software, such as Microsoft server and Windows office programs. Understands Microsoft domain set and configuration tools (e.g., Active Directory, NTFS, GPO, IPsec, Exchange, SQL, WSUS). 

• Experience in design, test, troubleshooting Ethernet local-area network (LAN) and wide-area network (WAN) networking and protocols (Layer 2/3 VLANs, VLAN trunking, IOS, IPS/IDS, VOIP). 

• Thorough understanding of large-scale storage technology (SAN, NAS, Fiber channel, Tiered storage, zoning, LUNs, security, replication, backup). Microsoft Certified Systems Engineer (MCSE), Microsoft Certified Professional (MCP), Cisco Certified Network Associate (CCNA), Certified Information Systems Security Professional (CISSP) or Security+ certifications preferred. 

• Must be proficient in Microsoft Excel, PowerPoint, Project, and Word. 

• Must be able to effectively deliver oral presentations to management and customers 

• Must be able to work independently, with minimal supervision 

• Must be able to work overtime as required. 

• Must be willing to work any shift or day of the week as required. 

• Due to U.S. Government contract requirements, only U.S. citizens are eligible for this role.  

SUPERVISORY RESPONSIBILITIES 

• Manage day-to-day progress of TSSC IT efforts through constant interaction with teams of department managers, instructors, engineers, technicians, subcontractors, government representatives and training support personnel.    

• Responsible for scheduling personnel, managing labor and material expenditures.  

• Attends meetings, manages delivery schedules and coordinates configuration management activities.  Ensure a safe and secure work environment is established and maintained. 

• Responsible for supervision and oversight of TSSC IT resources and personnel.  

Language/Mathematical/reasoning Skills 

• Excellent verbal and written communication skills 

• Must have the ability to read, analyze, and interpret the most complex word and technical documents/diagrams.   

• Will be required to respond effectively to sensitive inquiries and complaints.  Must be able to generate effective oral and written presentations and proposals on complex subjects. 

• Must be able to calculate figures, amounts, and percentages, and to draw and interpret graphs. 

• Must be able to define problems, collect data, establish facts, and draw valid conclusions.  An ability to interpret complex customer requirements and attitudes from verbal, non-verbal, and written communication is essential.   

Security Responsibilities  

Must comply with all company security and data protection / usage policies and procedures.  Personally responsible for proper marking and handling of all information and materials, in any form. Shall not divulge any information, or afford access, to other employees not having a need-to-know. Shall not divulge information outside company without management approval.  All government and proprietary information will be accessed and stored electronically on company provided resources.   

•  Incumbent must be eligible for DoD Personal Security Clearance.  

Due to U.S. Government contract requirements, only U.S. citizens are eligible for this role.  

Work Environment  

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.  

• Domestic and international travel as required. 

• Will be working in areas with risk of electrical shock from moving mechanical parts driven by hydraulics under high pressure. 

• Will at times be exposed to the following conditions: extreme heat, airborne particles, and loud noises. 

Physical Demands  

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.   

• Must be able to walk and/or climb stairs and ladder into a simulator or airplane cockpit. 

• Must be able to stoop, bend, and crawl on top or under training devices. 

• Must be able to detect odors or hear noises, bangs, etc., or other sounds to detect problems or flaws in the surrounding environment. 

• Must be able to distinguish colors  

Other Duties   

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for their job. Duties, responsibilities, and activities may change at any time with or without notice.   

CAE USA Inc. is an equal opportunity employer, and all qualified applicants will be considered for employment without regard to any protected characteristic, including disability and protected veteran status, as defined under federal, state, or local laws.

Applicants needing reasonable accommodations should contact their recruiter at any point in the recruitment process.  If you need assistance to submit your application because of incompatible assistive technology or a disability, please contact us at [email protected]

About CAE

At CAE, our mission is clear: to help make the world a safer place. For nearly 80 years, we’ve driven innovation in simulation, training, and mission readiness to support critical operations worldwide. By leveraging advanced technologies, we empower our customers to operate smarter, faster, and more sustainably. Join a purpose-driven organization where bold ideas are encouraged, collaboration drives progress, and your growth fuels our shared success.

Position Type                      

Equal Opportunity Employer

CAE is an equal opportunity employer committed to providing equal employment opportunities to all applicants and employees without regard to race, color, national origin, age, religion, sex, disability status, protected veteran status, or any other  characteristic protected by federal, state or local laws. At CAE, everyone is welcome to contribute to our success. Applicants needing reasonable accommodations should contact their recruiter at any point in the recruitment process. If you need assistance to submit your application because of incompatible assistive technology or a disability, please contact us at [email protected].

Data Privacy

Privacy Statement | CAE

As part of our process, we may use AI‑supported tools to help review applications, with human decision‑making at every step. CAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted.