Tech Support Lead

About the role

The Christian and Missionary Alliance (C&MA) is seeking an experienced Tech Support Lead. This is a full-time position located in Reynoldsburg, Ohio. This position is under the direction of the Client Services Director and is responsible for providing advanced Help Desk support to C&MA and district staff, resolving hardware, software, cloud service, and endpoint management issues. This role oversees the full lifecycle of PC and Mac client hardware, including vendor negotiations, purchasing, deployment, and asset tracking, while managing user identities, security policies, and device compliance through Microsoft Entra ID and Intune. The position also supports remote and hybrid workers, administers mobile device management, contributes to knowledge base development, monitors Help Desk performance metrics, and may serve as IT lead for the Biennial General Council.

Responsibilities

• Provides and oversees advanced IT Help Desk troubleshooting and support to all Alliance employees at the National Office (N.O.), to global workers, and to district employees who use technology services provided by the National Office technology group, primarily involving issues relating to company hardware, software, cloud services, and endpoint management, including resolving application-related support tickets using technical expertise and exceptional customer service skills
• Maintains project updates and communications with vendors and members of the Alliance family
• Continues professional development through education and training in emerging hardware, software, cloud, and security technologies
• Occasional travel, after-hours, and weekend support may be required
• Other tasks assigned as needed by IT leadership
• Oversees PC and Mac client hardware strategy including research, evaluation, options, package composition, implementation, replacement, warranty fulfillment, budget planning, and and-to-end lifecycle management
• Processes all PC and Mac purchases, ensuring device standards, documentation standards, and repeatable onboarding/offboarding processes
• Installs, configures, and maintains computer hardware, software, and endpoint management profiles (e.g., Microsoft Intune) while moving the organization toward automated deployment
• Tracks computer hardware, software licenses, warranties, and contracts in the IT asset tracking system
• Manages user accounts, groups, security policies, and device objects in Microsoft Entra ID (Azure AD) and related identity platforms for Alliance employees and systems
• Administers and maintains multi-factor authentication (MFA), conditional access policies, and endpoint compliance configurations
• Manages and supports mobile device management (MDM) for organization-owned and BYOD mobile devices
• Supports and troubleshoots VPN, remote desktop, and other remote access solutions for distributed and global workers
• Covers General Council IT Leadership responsibilities, including coordinating with the National Office Council team to provide technology support per Council requirements, providing set-up and technology support for various offices onsite (Office of the Corporate Secretary, etc.), and leading all technology efforts concerning General Council including planning, IT personnel direction, and onsite IT technical decisions pre- and post-Council

Requirements

• Two-year or four-year college degree in a related field (Information Technology, Computer Science, or similar)
• 3+ years of IT support or help desk experience, with demonstrated progression from general troubleshooting to more complex technical problem-solving
• Experience managing and supporting Windows and Mac endpoint environments, including hardware lifecycle management from procurement through retirement
• Demonstrated experience administering Microsoft 365 services, cloud-based identity platforms (e.g., Microsoft Entra ID), and endpoint management tools (e.g., Microsoft Intune)
• Experience mentoring, training, or providing technical guidance to junior support staff or end users, even in the absence of formal supervisory authority

Qualifications

• Strong interpersonal and communication skills
• Ability to manage multiple priorities and deadlines
• Knowledge of Microsoft 365, Azure AD, and Intune
• Experience with ITIL or similar IT service management frameworks
• Ability to work independently and as part of a team

Skills

• Technical proficiency with Windows and Mac operating systems
• Experience with cloud-based services and identity management
• Strong problem-solving and troubleshooting abilities
• Excellent written and verbal communication skills
• Ability to maintain confidentiality and handle sensitive information

Benefits

• Health plan (medical/dental/vision/HSA)
• Life Insurance
• 403(b) retirement plan with a percentage of employer matching
• Retirement grant
• Long-Term disability
• Paid time off (vacation/holidays/personal days)
• Sick time (accrues, with additional extended illness bank for rollover hours)
• Other paid leave (compassionate care, jury duty, parental, etc.)
• Employee assistance program