IT Support Lead
Remote United StatesFull-TimeLead
Salary80,000 - 95,000 USD per year
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Job Details
- Experience
- 5+ years of IT Service Desk / Support experience with at least 1–2 years in a team lead, supervisor, or managing role
- Required Skills
- LeadershipGoogle Workspace
Requirements
- 5+ years of IT Service Desk / Support experience
- 1–2 years in a team lead, supervisor, or managing role
- Expert troubleshooting across macOS and Windows environments
- Advanced knowledge of Google Workspace, Microsoft 365, and enterprise collaboration tools
- Hands-on experience with Okta, Jamf, Intune, and enterprise ITSM platforms (FreshService preferred)
- Strong networking knowledge (switches, routers, firewalls, Wi-Fi, VPNs)
- Excellent written and verbal communication skills
- Experience working within compliance frameworks such as SOC 2 / SOX
- Highly organized with proven ability to manage competing priorities
- Familiarity with AI-assisted IT operations tools and prompt engineering or workflow automation
Responsibilities
- Provide daily leadership, coaching, and performance management for two IT Support Engineers
- Manage the IT support queue, prioritizing and assigning requests to meet SLA commitments
- Act as a senior escalation point for complex or critical IT support incidents
- Maintain IT asset lifecycle management (inventory, procurement, deployment, decommissioning)
- Drive improvements in IT documentation, knowledge base, and training materials
- Partner with IT leadership on execution of process improvements, automation rollouts, and service enhancements
- Ensure smooth and consistent employee onboarding/offboarding experiences
- Research and recommend new tools and practices
- Support core IT systems including collaboration suite, identity management, MDM, and Antivirus
- Participate in the IT support escalation rotation as needed
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