Overview
The IT Lead is responsible for overseeing day-to-day IT support operations while ensuring the delivery of high-quality, reliable technology services across the organization. Operating with limited supervision, this role provides technical leadership, serves as an escalation point, and drives continuous improvement in support processes and service delivery.
This position requires a strong balance of hands-on technical expertise, operational oversight, and team leadership. The IT Lead partners closely with internal stakeholders to ensure efficient resolution of issues, effective communication, and a consistently positive end-user experience.
Responsibilities
Service Delivery & Operations- Lead daily IT support operations, ensuring timely and effective resolution of incidents and service requests in accordance with established SLAs.
- Monitor and manage ticket queues, prioritization, and workload distribution across support resources.
- Serve as the primary escalation point for complex or high-impact technical issues.
- Identify opportunities to improve service delivery, streamline processes, and enhance user satisfaction.
- Ensure consistent communication with users and stakeholders regarding issue status and resolution timelines.
Technical Support & Systems Administration- Oversee support for hardware, software, and system-related issues for both onsite and remote users.
- Perform advanced troubleshooting and root cause analysis for recurring or critical incidents.
- Ensure proper installation, configuration, and maintenance of end-user devices, peripherals, and applications.
- Maintain system standards, configurations, and documentation.
Identity & Access Management- Administer and oversee user access across Active Directory, Microsoft 365, Azure/Entra, and third-party applications.
- Ensure compliance with identity and access controls, including MFA and security policies.
- Support provisioning, deprovisioning, and role-based access management processes.
Security Monitoring & Incident Response- Monitor and review alerts within Microsoft Defender and related security platforms.
- Lead initial triage and investigation of security alerts, determining appropriate classification and response.
- Coordinate escalation and response efforts with internal or external security teams as needed.
- Identify trends, recommend improvements, and support initiatives to strengthen the organization's security posture.
Asset & Configuration Management- Maintain accurate inventory of IT assets, including hardware, software, and licensing.
- Ensure compliance with asset management and configuration standards.
- Track lifecycle management of end-user devices and related equipment.
Team Leadership & Collaboration- Provide guidance, mentorship, and day-to-day direction to IT support staff.
- Foster a culture of accountability, responsiveness, and continuous improvement.
- Collaborate with cross-functional teams to align IT services with business objectives.
- Support training and knowledge-sharing initiatives to strengthen team capability.
This list of responsibilities might not cover everything you'll end up doing.
Qualifications
- Demonstrated ability to lead IT support operations and manage competing priorities effectively.
- Strong analytical and problem-solving skills with the ability to resolve complex technical issues.
- Excellent interpersonal, verbal, and written communication skills.
- Highly organized with strong attention to detail and follow-through.
- Proven ability to work independently while contributing to a collaborative team environment.
Required Skills & Experience- High school diploma or equivalent required; technical certifications preferred.
- 4+ years of experience in IT support, with demonstrated progression into a senior or lead capacity.
- Strong experience with:
- Windows 10 and Windows 11 (Enterprise environments)
- Windows Server (2012, 2016, 2019)
- Active Directory administration
- Microsoft 365 (Office 365) administration
- Azure / Entra ID
- Microsoft Intune (MDM/MAM)
- Exchange Online administration
- Multi-factor authentication (MFA)
- Experience with:
- ITSM platforms such as ServiceNow
- Endpoint security tools, including Microsoft Defender
- VPN technologies (e.g., Palo Alto GlobalProtect)
- Working knowledge of:
- Networking fundamentals and Cisco hardware
- PowerShell scripting
- Security and compliance frameworks (PCI, SOC)
Additional Requirements- Ability to lift and transport equipment up to 40 lbs as needed.
- Availability to support operational needs, including consistent and reliable attendance.
Benefits
We offer a Total Rewards plan designed with you and your family's health and wellness in mind that includes:
- Paid days off (i.e. vacation, sick days, bereavement leave)
- Health and Dental plans
- Retirement plans
- Employee and Family Assistance Program (EFAP)
- Employee referral program
We welcome applicants from all backgrounds, regardless of race, color, religion, sex, veteran status, sexual orientation, gender identity, national origin, age, or disability or any other protected characteristics in accordance with applicable federal, state/provincial, and local laws. We're committed to creating a workplace where everyone feels valued and respected.
We appreciate all responses and will acknowledge only those being considered for an interview.
We respectfully request no calls or unsolicited resumes from Agencies.
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