IT Support Lead

Job Summary

Leading a team of IT Support Engineers, the full-time remote IT Support Lead will manage day-to-day L1/L2 IT support operations, ensuring effective ticket resolution and excellent customer service while serving as a senior escalation point for complex issues.

Key responsibilities

• Provide daily leadership and performance management for two IT Support Engineers
• Manage the IT support queue, prioritizing and assigning requests to meet SLA commitments
• Drive improvements in IT documentation, knowledge base, and training materials

Required qualifications

• 5+ years of IT Service Desk/Support experience with at least 1-2 years in a team lead or supervisory role
• Expert troubleshooting skills 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
• Strong networking knowledge, including switches, routers, firewalls, Wi-Fi, and VPNs