Team Lead, Internal Support

Job Summary

To enhance operational excellence, the full-time remote Team Lead, Internal Support will manage a team of Internal Support Engineers, focusing on team performance, employee development, and process improvements while maintaining hands-on technical involvement with Microsoft cloud technologies.

Key Responsibilities

• Directly manage a team of Internal Support Engineers, overseeing workload distribution, performance reviews, and career development
• Own SLAs and monitor the health of the Zendesk ticket queue, serving as the escalation point for complex issues
• Maintain hands-on fluency in Microsoft Entra ID, Intune, and Microsoft 365, while driving continuous improvement in IT support processes

Required Qualifications

• 7+ years of experience in IT support, systems administration, or a related technical role, with prior experience in team leadership
• Deep hands-on experience with Microsoft Entra ID, Conditional Access, and hybrid identity management
• Strong knowledge of on-premises Active Directory and Microsoft Intune administration
• Experience with Microsoft 365 workloads, including Exchange Online and Teams
• Ability to manage ticket queues and drive service-desk performance improvements