IT Support Lead

TL;DR

IT Support Lead: Oversee day-to-day delivery of L1/L2 IT support operations, lead two engineers, and manage ticket queue with an accent on SLA adherence, customer service, and process improvements. Focus on escalation resolution, asset lifecycle management, AI-driven automation for workflows, and maintaining knowledge base.

Location: On-site in Washington, DC

Salary: $80,000 - $95,000 per year

Company

Leader in policy and global intelligence, combining data, technology, and insights to empower organizations (NYSE: NOTE).

What you will do

• Provide leadership, coaching, and performance management for two IT Support Engineers
• Manage IT support queue, prioritize requests, and ensure SLA commitments
• Act as senior escalation point for complex incidents
• Handle IT asset lifecycle including inventory, procurement, deployment, and decommissioning
• Drive improvements in documentation, knowledge base, and training materials
• Partner on process enhancements, automation, and employee onboarding/offboarding

Requirements

• 5+ years IT Service Desk/Support experience, 1-2 years in team lead/supervisor role
• Expert troubleshooting in macOS and Windows environments
• Advanced knowledge of Google Workspace, Microsoft 365, Okta, Jamf, Intune, FreshService
• Strong networking skills (switches, routers, firewalls, Wi-Fi, VPNs)
• Experience with SOC 2/SOX compliance and IT controls
• Excellent communication and organizational skills

Nice to have

• Familiarity with AI-assisted IT operations tools
• Exposure to prompt engineering or LLM-based workflow automation
• Experience evaluating AI tools for SOC 2/security compliance

Culture & Benefits

• Competitive salaries, retirement accounts, equity packages
• Comprehensive benefits aligned with regional requirements worldwide
• Flexibility to promote well-being and work-life balance
• Commitment to diversity, inclusion, and equal opportunities
• Values: Know your Audience, Find the Truth, Drive Alignment, Level Up, Own the Job, Bias for Action, Support the Family