IT Support Lead
New
United StatesFull-TimeLead
Salary80,000 - 95,000 USD per year
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Job Details
- Experience
- 5+ years of IT Service Desk or IT Support experience, including 1–2+ years in a lead or supervisory role.
- Required Skills
- NetworkingGoogle Workspace
Requirements
- 5+ years of IT Service Desk or IT Support experience, including 1–2+ years in a lead or supervisory role.
- Strong technical troubleshooting skills across macOS and Windows environments.
- Advanced knowledge of Google Workspace, Microsoft 365, and enterprise collaboration tools.
- Hands-on experience with IT systems such as Okta, Jamf, Intune, and ITSM platforms (FreshService preferred).
- Strong understanding of networking fundamentals including VPNs, Wi-Fi, routers, switches, and firewalls.
- Experience supporting compliance environments such as SOC 2 or SOX with adherence to IT controls.
- Strong leadership and coaching abilities with a focus on accountability and team development.
- Excellent communication, organization, and multitasking skills in fast-paced environments.
- Familiarity with AI-assisted IT tools, automation workflows, or LLM-based support systems is a strong plus.
Responsibilities
- Lead, coach, and support a small team of IT Support Engineers in daily L1/L2 operations.
- Manage the IT support queue, ensuring timely triage, prioritization, and resolution aligned with SLAs.
- Act as senior escalation point for complex technical incidents across macOS, Windows, and enterprise systems.
- Oversee IT asset management processes including procurement, inventory, deployment, and decommissioning.
- Improve IT documentation, knowledge base content, and internal support procedures.
- Support onboarding and offboarding workflows to ensure smooth employee technology experiences.
- Collaborate with IT leadership on process improvements, automation initiatives, and service enhancements.
- Leverage and promote AI tools to optimize ticket handling, documentation, and support workflows.
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