IT Support Lead

About this role

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 M

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