IT Support Lead

We're searching for an exceptional, hands-on IT Support Lead to take full ownership of our Tier 1 IT operations. You'll be the frontline driver of our high performance standards—actively monitoring our systems and queues as issues unfold, holding the team accountable to operate effectively and efficiently within our escalation framework, and using data-driven decisions to improve how we work.

Requirements

• Hands-on leader
• Obsessed with metrics
• Process- and quality-driven
• Experience leading support teams
• Strong experience with CRM platforms
• Comfort with call center technology and networking
• Excellent technical troubleshooting chops
• Documentation is your foundation
• Solid experience with ServiceNow ITSM
• Clear, effective communicator
• Proficient with SQL and writing simple queries
• Exposure to programming languages or automation workflows

Benefits

• Considerable employer contributions for health, dental, and vision programs
• Generous PTO, paid holidays, and paid parental leave
• 401(k) matching program
• Merit advancement opportunities
• Career development & training