IT Support Lead
Skills
Customer ServiceIT EscalationIT LeadershipLeadershipNetwork SwitchesNetworkingOnboarding
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 5+ years of IT Service Desk or Support experience
- 1–2 years in a team lead supervisor or managing role
- Strong leadership skills with coaching delegation and accountability
- Expert troubleshooting across macOS and Windows
- Advanced knowledge of Google Workspace Microsoft 365 and collaboration tools
- Hands-on experience with Okta Jamf Intune and ITSM platforms
- Strong networking knowledge including switches routers firewalls Wi-Fi and VPNs
- Excellent written and verbal communication skills
- Experience working within SOC 2 or SOX compliance frameworks
- Highly organized with the ability to manage competing priorities
- Familiarity with AI-assisted IT operations tools
- Exposure to prompt engineering or workflow automation using LLM tools
- Experience evaluating AI tools against SOC 2 or security requirements
Nice to have
- People leadership
- Operational mindset
- Highly organized
- Continuous improvement
- Accountability
- Customer-focused
Day to day
- Lead and coach two IT Support Engineers while managing the daily L1/L2 support queue and ensuring SLA commitments are met.
- Serve as the senior escalation point for complex or critical incidents and help resolve challenging technical issues across the support function.
- Improve IT processes, documentation, onboarding and offboarding experiences, and support automation efforts using approved AI tools and FreshService.
Hiring process
- Apply with your application
- Your application is reviewed by a human recruiter
- You may be considered for multiple open roles
- Recruiting team may contact you to discuss interest in other opportunities