IT Support Team Lead

About the role

We are seeking an experienced and customer-focused IT Support Lead to provide exceptional technical support for employees, executives, and senior business stakeholders across the United States. This role serves as the primary point of contact for high-priority IT incidents and requests, delivering white-glove support while ensuring critical business operations run smoothly. The ideal candidate is a hands-on technical professional with strong troubleshooting expertise, a service-first mindset, and experience supporting Microsoft environments, mobile technologies, collaboration platforms, and executive users.

Responsibilities

• Lead, mentor, and provide day-to-day guidance to IT support team members, fostering a culture of accountability, collaboration, and exceptional customer service.
• Provide Tier 1 through Tier 3 IT support for regional employees and executive stakeholders.
• Serve as the first point of contact for high-priority incidents and service requests.
• Deliver exceptional executive support and build strong relationships with senior leaders and key business partners.
• Manage and resolve support tickets through ServiceNow, ensuring timely communication and resolution.
• Troubleshoot and support Microsoft Windows 11, Microsoft 365, Active Directory, and related technologies.
• Provide advanced support for Apple and Android mobile devices and basic support for macOS environments.
• Diagnose and resolve hardware, software, network, printing, and connectivity issues.
• Support and maintain conference room technology, audiovisual systems, and collaboration tools.
• Coordinate escalations and work closely with internal support teams and third-party vendors to resolve complex issues.
• Participate in desk-side support, office moves, home visits, and other hands-on technical support activities.
• Travel (20%) to U.S. office locations to support executives during business-critical meetings and events.
• Provide occasional after-hours, weekend, and holiday support as business needs require.

Qualifications

• Prior experience as a Team Lead, Help Desk Manager, IT Support Supervisor, Desktop Support Lead, or Service Desk Lead.
• Strong experience supporting Windows 11, Microsoft 365, Active Directory, and Apple devices.
• Excellent troubleshooting, communication, and customer service skills.
• Experience with incident, request, problem, and change management processes.
• Knowledge of video conferencing and collaboration technologies, including: Microsoft Teams, Zoom, Cisco Webex, WhatsApp.
• Familiarity with ServiceNow or similar IT service management platforms.
• Experience using remote support tools and troubleshooting end-user technologies.
• ITIL 4 certification or knowledge of ITIL principles is a plus.