Team Lead, Support Technician

Summary of Role

The Team Lead, Support Technician is responsible for overseeing day-to-day IT support operations while actively mentoring and managing a team of Support Technicians. This role combines hands-on technical expertise with leadership, stakeholder engagement, and continuous improvement. In addition, this role will act as a champion for AI-driven and agentic support, identifying and implementing opportunities to scale IT support through automation, intelligent workflows, and AI-powered agents. You will play a key role in evolving the support model to efficiently serve a growing user base (~700 employees and contractors) while maintaining a high-quality end-user experience.

Strategic & Tactical Team Leadership & Operations

• Lead, mentor, and support a team of Support Technicians, providing guidance, training, and performance feedback
• Oversee daily ticket queue operations, ensuring SLA adherence and high-quality service delivery
• Assign, prioritize, and escalate tickets as needed while maintaining visibility across team workload
• Establish and enforce support standards, workflows, and best practices
• Act as the primary escalation point for complex technical and operational issues

Technical Support & Systems Administration

• Provide advanced (Level 2/3) support for Palmetto Core Systems, including but not limited to: Google Workspace, OneLogin, Office 365, Slack, Atlassian (Jira/Confluence), Tray.io, Intercom, Bitdefender, Rippling, Figma, Zoom, and 1Password
• Oversee account lifecycle management (provisioning, access control, onboarding/offboarding)
• Troubleshoot hardware and software issues across Windows and Mac environments
• Manage device deployment, inventory, and lifecycle processes for in-office and remote employees

AI & Agentic Support Enablement

• Champion the adoption of AI-powered and agentic support solutions to scale IT operations and improve response times
• Identify, design, and implement opportunities for automation across support workflows (ticket triage, access requests, onboarding, knowledge retrieval)
• Partner with internal teams to deploy AI agents and self-service capabilities within tools like Slack, Jira Service Management, and knowledge bases
• Drive reduction in manual ticket volume through intelligent automation and proactive support strategies
• Establish metrics to measure the effectiveness of AI/agentic support (deflection rate, resolution time, user satisfaction)

Stakeholder Engagement & Cross-Functional Support

• Serve as the primary IT point of contact for stakeholders across departments
• Be the primary point of contact and escalation for the Charlotte office for all things IT related
• Manage vendor relationships for in-office services, such as Spectrum
• Partner with HR, People Ops, and Facilities on onboarding, offboarding, office support, and equipment lifecycle initiatives
• Collaborate with business teams to understand system, tooling, and workflow challenges and drive scalable solutions
• Translate technical issues into clear, actionable communication for non-technical stakeholders

Process Improvement & Project Delivery

• Lead and contribute to IT projects, including system implementations, automations, and process improvements
• Drive continuous improvement of support workflows, ticket handling, and end-user experience
• Identify opportunities for automation across MDM, SSO/SAML, and onboarding processes
• Manage team projects and initiatives through Jira Service Management

Documentation & Knowledge Management

• Own and maintain IT documentation, policies, and knowledge base (Confluence)
• Standardize support procedures and ensure documentation is current and accessible
• Promote knowledge sharing within the team and across the organization
• Ensure documentation is structured to support AI-driven knowledge retrieval and self-service