Internal IT Lead

Position Overview

Harbor IT is seeking an experienced Internal IT Lead to build, guide, and support our internal IT function. This is a player/coach role where you'll lead and mentor the team, handle tickets, resolve issues, and ensure seamless technology operations.

Key Responsibilities

• Lead, mentor, and develop a growing internal IT support team.

• Establish operational structure, workflows, and best practices for Internal IT service delivery.

• Plan and prioritize team activities, assign tasks, and allocate resources effectively to meet operational objectives and SLAs.

• Foster a collaborative and accountable team culture focused on reliability, responsiveness, and user satisfaction.

• Work tickets directly in ConnectWise (PSA) and ensure timely resolution of issues.

• Escalate issues when appropriate and drive follow-through to resolution.

• Serve as the technical escalation point for complex system-level issues.

• Maintain, configure, and troubleshoot infrastructure including: Microsoft 365 ecosystem, Fortinet firewalls, Sentinel One Endpoint Protection, Azure virtual infrastructure, Windows Server, PSA, RMM, CMDB, PIM/PAM infrastructure, and other internal tools.

• API Integration between tools.

• Monitor performance and uptime, ensuring availability and security of all IT systems.

• Create and maintain internal IT documentation, including SOPs, configurations, and escalation procedures.

• Evaluate and recommend improvements to IT workflows, policies, and tools.

• Lead regular health checks and preventive maintenance activities to identify and address potential issues before they escalate into problems.

• Partner with leadership to align IT with business goals.

• Assess resource needs and help plan future team growth.

• Participate in vendor evaluations and technology roadmap discussions.

Qualifications

• 5+ years of hands-on IT experience, including at least 1–2 years in a leadership or mentoring capacity.

• Proven experience working as a System Administrator or similar technical role.

• Strong technical knowledge of: Windows Server, Active Directory, Microsoft 365, Azure, Cisco networking (routing, switching, wireless), Fortinet firewalls, Sophos endpoint protection, ConnectWise (RMM and ticketing).

• Ability to thrive in a fast-paced environment and adapt to shifting priorities.

• Excellent troubleshooting, documentation, and communication skills.

• A proactive, hands-on mindset with a strong sense of ownership and accountability.

Preferred (but Not Required)

• Standing up or rebuilding internal IT teams or support structures.

• Certifications such as Microsoft, Cisco (CCNA), Fortinet NSE, or Sophos certifications.

• Exposure to ITIL practices or formal service desk operations.