IT Support Lead
About The Position
As the IT Support Lead, you are the critical link between daily employee success and high-level systems engineering. This is a "player-coach" role designed for a technical expert who excels at providing "white-glove" service while driving operational success. You will be a steward of organizational directives, participating & managing complex projects like site migrations and endpoint remediation. You will lead by example, mentoring junior technicians and ensuring our technical experts collaborate effectively and have current knowledge to effectively address company objectives.
Requirements
- 4+ years in desktop support or IT operations, with at least 1 year in a lead or senior-level capacity.
- Expert-level proficiency in Windows 11 and macOS administration, including firmware, drivers, and endpoint security.
- Hands-on experience with Jamf, Intune, and ITSM platforms (e.g., Freshservice).
- Solid understanding of networking fundamentals, VPN clients, and MFA troubleshooting.
- Comfortable with occasional travel between sites and limited out-of-state travel for team activities.
Nice To Haves
- CompTIA A+/Network+
- ACMT
- Microsoft/Apple certs
- ITIL Foundation
- Jamf 200+
- equivalent experience
Responsibilities
- Serve as the Tier 3 bridge for complex hardware/software issues that exceed the standard technician baseline.
- Lead project-based work including site deployments, migrations, event support, and conference room management.
- Constantly audit and improve deployment runbooks, SOPs, and the internal Knowledge Base to reduce repeat incidents.
- Coordinate with Systems Engineering teams for incident response and guild activities to expand team capabilities.
- Oversee the full lifecycle of assets—from approved refreshes and RMA/warranty handling to secure decommissioning and data sanitization for E-recycling.
- Utilize Intune and Jamf to prepare, deploy, and remediate vulnerabilities on Windows and macOS endpoints.
- Manage on-site inventory levels and curate master data sheets for organizational reporting and audits.
- Provide deskside and remote support for O365, Google Workspace, VPN, SSO, and networking connectivity.
- Lead the triage and setup of video conferencing and A/V systems for board meetings and company events.
- Ensure a seamless "Day 1" experience by managing account access and hardware delivery for all new hires.
- Assist with AI tool integration projects to improve team efficiency and deflect tier 0 requests.
- Maintain a 1-hour first-response time and an 8-hour resolution average for critical requests.
- Improve MTTR (Mean Time To Repair) through better documentation and root-cause analysis.
- Maintain 97% accuracy in asset records during deployments and refreshes.
- Drive a positive trend in Customer Satisfaction scores through "white-glove" interaction.
Benefits
- Full medical, dental, vision package to fit your needs
- Flexible vacation policy; work hard and take time when you need it
- Pet discount plans & retirement plan with company match (401K)
- The rare opportunity to work with sharp, motivated teammates solving some of the most unique challenges and changing the world
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
