Lead IT Analyst

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Requirements:

• 10+ years of IT experience, including team leadership or IT management
• Experience working for a US-based company, supporting employees across different time zones
• Strong technical knowledge of Windows, macOS, cloud-based tools (Google Workspace, O365), endpoint security, and networking
• Hands-on experience with IT ticketing systems
• Experience managing hardware procurement, software contracts, and IT budgeting
• Strong troubleshooting skills and the ability to handle high-priority escalations
• Excellent communication and stakeholder management skills
• Ability to work US business hours, some weekends and support a remote/hybrid workforce
• Experience implementing IT automation tools and improving IT workflows
• Certifications such as ITIL, CompTIA, Microsoft, or Google Workspace Admin are a plus
• Knowledge of MDM solutions (Jamf, Intune, etc.) for device management

Responsibilities:

• Oversee IT support and manage incoming IT tickets from employees, ensuring timely resolution.
• Troubleshoot hardware, software, and network issues for both remote and on-site employees.
• Implement and enforce IT security best practices, including access control and endpoint security.
• Maintain and improve IT processes to enhance efficiency and user experience.
• Lead and mentor a small team of IT Analysts, providing guidance on best practices.
• Set clear priorities for the team, balancing day-to-day support with long-term IT initiatives.
• Act as the main escalation point for technical issues and complex troubleshooting.
• Manage laptop inventory (procurement, deployment, tracking, decommissioning).
• Oversee software license management, including renewals, compliance, and cost optimization.
• Handle vendor and contract negotiations for IT hardware, SaaS tools, and other IT-related services.
• Ensure proper documentation of IT assets, policies, and procedures.
• Lead and execute IT infrastructure projects, such as system upgrades, security enhancements, or new tool implementations.
• Improve IT ticketing systems and knowledge base documentation for self-service support.
• Identify opportunities to automate workflows and improve IT efficiency.