IT Operations Support Lead

We're working with a growing organization that's looking for an IT Support Lead who's ready for that next step – someone who wants to lead, improve processes, and help shape the support experience as the company continues to scale. If you love mixing hands-on technical work with people leadership, enjoy solving problems that actually make someone's day easier, and want more ownership than you'd get in a large, rigid environment, we would love to hear from you!

Responsibilities

Lead day-to-day support operations and guide a small-but-mighty team handling Tier 1, 2 and 3 issues and service requests; Keep work flowing smoothly: prioritizing tickets, managing escalations, and ensuring users get timely, high-quality support; Oversee endpoint support — device setup, troubleshooting, updates, and standards; Keep hardware and software assets organized and up to date; Help drive continuous improvement by refining processes, improving knowledge articles, and identifying opportunities to 'shift left'; Track service performance and share insights to help the team operate smarter; Partner with other IT groups and vendors to keep things running smoothly and quickly resolve user issues.

Requirements

A solid technical foundation with common end-user technologies (Windows, O365, Intune, Autopilot, AD, identity management, networking basics, VPN, etc.); Experience leading or mentoring within an IT support or service desk environment; A strong customer-first mindset and excellent communication skills; Ability to juggle multiple priorities in a dynamic, fast-moving environment; Strong organization and follow-through.

Nice to have

Experience working with offshore/global support resources; M365, Exchange, OneDrive, Sharepoint; Familiarity with any ITSM platform; Certifications like ITIL, CompTIA, or Microsoft; Prior experience in an enterprise or multi-site environment.

Benefits

full suite of medical, dental, vision; 401(k) with a match; robust PTO; class A office space