Team Lead, Support Technician

TL;DR

Team Lead, Support Technician (IT Support): Overseeing day-to-day IT support operations while mentoring Support Technicians with an accent on SLA-driven ticket queue management, Level 2/3 support for core SaaS and identity tools, and stakeholder escalation. Focus on AI-driven and agentic support enablement, automation across onboarding/access workflows, and continuous improvement of support processes and knowledge management.

Location: Charlotte, NC (based in Charlotte)

Company

hirify.global is a clean tech company providing end-to-end solutions for whole home electrification using a technology platform.

What you will do

• Lead, mentor, and support a team of Support Technicians, including guidance, training, and performance feedback.
• Manage daily ticket queue operations, ensuring SLA adherence; assign, prioritize, and escalate tickets as needed.
• Provide advanced Level 2/3 IT support for core systems (e.g., Google Workspace, OneLogin, Office 365, Slack, Atlassian Jira/Confluence, Intercom, Bitdefender, Rippling, Figma, Zoom, 1Password).
• Champion AI-powered and agentic support by identifying automation opportunities (ticket triage, access requests, onboarding, knowledge retrieval) and partnering to deploy AI/self-service in tools like Slack and Jira Service Management.
• Own IT documentation and knowledge base (Confluence), standardize support procedures, and structure documentation to support AI-driven knowledge retrieval.
• Drive process improvement and deliver IT projects, including automations and improvements across MDM, SSO/SAML, and onboarding workflows.

Requirements

• 4–7+ years of IT support or systems administration experience.
• Strong experience with SaaS administration, MDM, SSO/SAML, and endpoint security tools.
• Experience with ticketing systems (Jira Service Management preferred).
• Proven ability to manage projects and improve operational processes.
• Ability to troubleshoot hardware and software issues across Windows and Mac environments.
• Employment contingent upon successful completion of a background check.

Culture & Benefits

• Unlimited PTO and paid parental leave.
• Medical, dental, and vision coverage plus retirement plans.
• Promote-from-within culture focused on talent development and career growth.
• Emphasis on collaboration, impact, and work-life balance.

Hiring process

• Background check required as part of employment.