IT Support Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead, coach, and manage performance for a team of two IT Support Engineers on a daily basis.

• Oversee the IT support queue, effectively prioritizing and assigning requests to fulfill SLA commitments.

• Serve as a senior escalation point for intricate or critical IT support incidents.

• Maintain lifecycle management of IT assets, including inventory, procurement, deployment, and decommissioning.

• Drive enhancements in IT documentation, knowledge bases, and training resources.

• Collaborate with IT leadership to execute process improvements, implement automation, and enhance services (without leading strategic design).

• Ensure a seamless and consistent experience for employee onboarding and offboarding.

• Research and suggest new tools and practices; assist with implementation led by IT leadership.

• Provide support for core IT systems, including but not limited to FiscalNote's collaboration suite, identity management, Mobile Device Management (MDM), and Antivirus solutions.

• Participate in the IT support escalation rotation as required.

• Utilize AI tools to automate repetitive IT workflows, such as ticket triage, routing, and status updates within FreshService.

• Advocate for the use of AI-assisted documentation to keep an accurate, up-to-date knowledge base with minimal manual effort.

• Support the team's responsible use of Claude and other approved AI tools in drafting runbooks, SOPs, and internal communications.

⛳️ Requirements

• Minimum of 5 years of experience in IT Service Desk / Support, including at least 1–2 years in a team lead, supervisory, or managerial role.

• Strong leadership abilities, with a knack for delegating tasks, coaching team members, and ensuring accountability.

• Expert troubleshooting skills in both macOS and Windows environments.

• Advanced proficiency in Google Workspace, Microsoft 365, and enterprise collaboration tools.

• Hands-on experience with Okta, Jamf, Intune, and enterprise ITSM platforms (FreshService preferred).

• Solid understanding of networking concepts (switches, routers, firewalls, Wi-Fi, VPNs).

• Exceptional written and verbal communication skills.

• Experience working within compliance frameworks such as SOC 2 / SOX, with a focus on adhering to established IT controls and processes.

• Highly organized with a demonstrated ability to manage competing priorities effectively.

• Familiarity with AI-assisted IT operations tools (e.g., AI ticket summarization, predictive routing, or chatbot-based Tier 0 deflection).

• Exposure to prompt engineering or workflow automation using LLM-based tools in an IT or enterprise support context.

• Experience assessing AI tools against SOC 2 / security requirements prior to deployment.

🏝️ Benefits

• Competitive salaries.

• Retirement accounts.

• Equity packages.

• Comprehensive benefits packages, including health insurance.