IT Support Team Lead

Please go through the JD and let me know if you are interested.

Location NYC, NY.

Job Title:

IT Support Team Lead / IT Support Manager

About the Role:

We're hiring a hands-on IT Support Manager to oversee the daily operations of our internal IT support function. This role is ideal for someone who enjoys working closely with technical support staff, driving consistency and excellence in service delivery, and continuously improving how things get done.

You ll be responsible for managing a small team of support technicians and contractors, ensuring efficient hardware deployment, timely issue resolution, access control compliance, and a high-quality experience for our end users. This is a roll-up-your-sleeves management role, focused on execution, process ownership, and team coordination.

Key Responsibilities:

• Daily Team Management.
• Directly manage the IT support team, providing daily guidance, prioritization, and

real-time support on active tickets and requests.

• Monitor ticket queues, enforce SLAs, and ensure timely, high-quality resolution

of support issues.

• Own scheduling, coverage planning, and workload balancing.

Process Improvement & Documentation

• Build, standardize, and maintain clear workflows for tasks like laptop provisioning,

on boarding/off boarding, AV setup, and access requests.

• Create and maintain internal documentation and team runbooks to drive repeatability

and reduce friction.

Hands-On Support & Escalations

• Jump in to assist on complex or high-priority support issues across hardware, software,

AV, and networking.

• Act as the final escalation point before involving higher-level engineering teams

or external vendors.

Asset & Access Management

• Oversee inventory tracking, hardware shipping/receiving, and vendor coordination

for IT equipment.

• Ensure proper handling of access requests via Okta, AD, and GSuite with adherence

to security best practices.

In-Office IT Operations

• Support in-office technology including desk setups, conference rooms, and general
• hardware troubleshooting.
• Partner with Office Operations for onsite support needs and incident response.

Required Skills & Experience:

• 4 6+ years in an IT support or systems role, with 1 2+ years of experience leading

or supervising technical staff.

• Strong knowledge of macOS and Windows support in a corporate environment.
• Comfortable managing and coaching technicians in a fast-paced, customer-focused

setting.

Experience with:

• Google Workspace and Microsoft 365 admin
• Ticketing systems (e.g., Jira, Zendesk, ServiceNow)
• Networking basics (TCP/IP, DNS, VPN)
• Okta, Active Directory, and MDM tools (e.g., Kandji, Jamf)
• Highly organized, detail-oriented, and able to own processes end-to-end.
• Strong communicator who can balance end-user empathy with operational efficiency.

Nice to Have:

• Experience working in a startup or high-growth environment.
• Familiarity with automation tools or scripting (for process optimization).
• Prior experience managing contractors or third-party vendors.
  Thanks Ascii Group LLC