Team Lead, Internal Support

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

📋 Description

• Directly oversee Internal Support Engineers, managing workload distribution, coverage planning, and shift/timezone coordination.

• Conduct one-on-one meetings, performance evaluations, and career development strategies.

• Mentor engineers on troubleshooting techniques, communication skills, and ticket ownership; identify skill gaps and devise growth plans.

• Take charge of recruitment, onboarding, and ramp-up processes for new Internal Support Engineers.

• Cultivate a culture of accountability, curiosity, and continuous learning.

• Manage service level agreements (SLAs) and the health of the Zendesk ticket queue; track volume, aging, and escalation patterns.

• Escalate complex or sensitive issues that engineers are unable to resolve independently.

• Assess ticket quality and documentation; maintain the internal knowledge base.

• Report on response times, resolution times, customer satisfaction (CSAT), and employee satisfaction metrics to IT leadership.

• Ensure hands-on technical oversight across Entra ID, Active Directory, Entra Connect Sync, Intune, and Microsoft 365.

• Review and approve changes related to Conditional Access, MFA, and other identity/security controls.

• Provide technical escalation support for AVD and Nerdio Manager for MSP-related issues.

• Collaborate with senior IT/infrastructure personnel on endpoint, identity, and cloud infrastructure projects.

• Enhance IT support processes, runbooks, and documentation standards.

• Promote the adoption of tools and features such as Zendesk AI and Nerdio Scribe.

• Identify recurring issues and implement root-cause fixes.

• Oversee procurement workflows and vendor coordination for internal IT support.

• Represent Internal Support in cross-functional IT initiatives.

⛳️ Requirements

• A minimum of 7 years of experience in IT support, systems administration, or a related technical field, including leading, mentoring, or managing a support team.

• Extensive hands-on experience with Microsoft Entra ID, including user/group management, Conditional Access, MFA, and hybrid identity.

• Strong proficiency in on-premises Active Directory and Entra Connect Sync or equivalent AD synchronization tools.

• Experience in administering Microsoft Intune, covering device enrollment, compliance policies, configuration profiles, and app management.

• Knowledge of administering Microsoft 365 workloads: Exchange Online, Teams, SharePoint, and OneDrive.

• Proven ability to manage ticket queues and SLAs while enhancing service desk performance.

• Solid understanding of DNS, DHCP, VPN, and TCP/IP networking fundamentals.

• Exceptional communication skills and the ability to convey technical issues to non-technical stakeholders.

• Experience in coaching and developing others.

• Comfortable managing a distributed team across various time zones with minimal supervision in a remote-first setting.

• Preferred: Experience with Nerdio Manager for MSP or Azure Virtual Desktop.

• Preferred: Familiarity with Zendesk or similar ITSM/ticketing platforms, including reporting and workflow configuration.

• Preferred: Microsoft certifications such as AZ-900, MD-102, AZ-104, or AZ-140.

• Preferred: Experience in building or scaling an internal IT support function.

• Preferred: Proficiency in PowerShell or Python scripting for automation and administrative tasks.

• Preferred: Exposure to Azure fundamentals and cloud infrastructure concepts.

🏝️ Benefits

• Competitive compensation aligned with experience and local market standards.

• Benefits package that meets local employment law requirements.

• Stock Options.

• Health and Welfare Plans.

• Life and Disability Plans.

• Retirement Plan.

• Unlimited Flexible Paid Time Off, including your birthday off.

• Collaborative Team Culture.

• Remote-first flexibility with a supportive global team culture.

• A leadership role within a collaborative and technically proficient Internal IT team.

• Opportunity to work with a modern, cloud-first Microsoft stack.

• Chance to influence team structure and processes as the function expands.