IT Support Lead in United States at Jobgether

This position is posted by Jobgether on behalf of a partner company. We are currently looking for an IT Support Lead in United States.

This role is a hands-on IT support leadership position focused on ensuring seamless day-to-day technology operations across a global workforce. You will oversee L1/L2 support delivery, guiding a small team of IT Support Engineers while ensuring high-quality service, fast ticket resolution, and strong adherence to SLAs. Acting as both a technical escalation point and an operational leader, you will help maintain stability across core workplace systems including identity, collaboration, and endpoint management tools. The position blends people leadership with technical problem-solving in a fast-paced, security-conscious environment. You will also play a key role in improving processes, documentation, and IT knowledge systems while supporting onboarding, offboarding, and employee lifecycle experiences. This is an opportunity to directly shape the efficiency and reliability of frontline IT support in a modern, AI-enabled workplace.

• Lead, coach, and support a small team of IT Support Engineers in daily L1/L2 operations.
• Manage the IT support queue, ensuring timely triage, prioritization, and resolution aligned with SLAs.
• Act as senior escalation point for complex technical incidents across macOS, Windows, and enterprise systems.
• Oversee IT asset management processes including procurement, inventory, deployment, and decommissioning.
• Improve IT documentation, knowledge base content, and internal support procedures.
• Support onboarding and offboarding workflows to ensure smooth employee technology experiences.
• Collaborate with IT leadership on process improvements, automation initiatives, and service enhancements.
• Leverage and promote AI tools to optimize ticket handling, documentation, and support workflows.

• 5+ years of IT Service Desk or IT Support experience, including 1–2+ years in a lead or supervisory role.
• Strong technical troubleshooting skills across macOS and Windows environments.
• Advanced knowledge of Google Workspace, Microsoft 365, and enterprise collaboration tools.
• Hands-on experience with IT systems such as Okta, Jamf, Intune, and ITSM platforms (FreshService preferred).
• Strong understanding of networking fundamentals including VPNs, Wi-Fi, routers, switches, and firewalls.
• Experience supporting compliance environments such as SOC 2 or SOX with adherence to IT controls.
• Strong leadership and coaching abilities with a focus on accountability and team development.
• Excellent communication, organization, and multitasking skills in fast-paced environments.
• Familiarity with AI-assisted IT tools, automation workflows, or LLM-based support systems is a strong plus.

• Competitive salary range: $80,000 – $95,000 per year.
• Equity and retirement savings options.
• Comprehensive health, dental, and vision insurance (based on regional availability).
• Flexible work environment supporting work-life balance.
• Opportunities for career growth within a global technology organization.
• Exposure to modern IT operations, automation, and AI-driven support tools.
• Inclusive and collaborative workplace culture focused on continuous improvement.