IT Support Team Lead

Job Summary

A company is looking for an IT Support Team Lead to oversee the IT support function and enhance team capabilities.

Key Responsibilities

• Serve as a senior escalation point for complex hardware and software issues within a macOS environment
• Own the performance of the IT support queue, ensuring timely resolution of tickets
• Define and improve support processes, documentation, and knowledge base content

Required Qualifications

• 4-6 years of experience in IT support or systems administration, with 1-2 years in a senior role
• Strong troubleshooting skills across macOS and common enterprise SaaS applications
• Experience in IT service management, including ticket lifecycle management and SLA tracking
• Familiarity with access management fundamentals, including SSO and MFA
• Understanding of data handling requirements in regulated environments, preferably healthcare