IT Lead - Austin, TX

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.
• Cook up 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.

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.
• Hightly organized with strong attention to detail and follow-through.
• Proven ability to work independently while contributing to a collaborative team environment.
• 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
• 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

• Paid days off (i.e. vacation, sick days, bereavement leave)
• Health and Dental plans
• Retail plans designed with you and your family’s health and wellness in mind
• Retirement plans
• Employee and Family Assistance Program (EFAP)
• Employee referral program