Lead, mentor, and develop a team of three IT Support Engineers, fostering a culture of continuous improvement and client-first service
Set clear expectations, conduct regular one-on-ones, and provide ongoing coaching to elevate team performance
Manage team workload distribution, coverage schedules, and capacity planning
Create development plans and growth opportunities for team members
Regularly meet with department leaders to define areas of improvement in the support realm
Meet weekly with the VP of IT Infrastructure and Security to review KPI’s and set quarterly planning goals for the team
Define, track, and report on support KPIs including ticket volume, resolution time, first-contact resolution rate, customer satisfaction, and SLA compliance
Analyze support metrics to identify trends, bottlenecks, and opportunities for improvement
Provide regular reporting to IT leadership on team performance, operational health, and strategic initiatives
Establish and maintain dashboards for real-time visibility into support operations utilizing our ITSM platform
Continuously evaluate and optimize support, ITAM, and employee onboarding/offboarding processes to drive efficiency
Stay current on AI trends and tools and identify opportunities to enhance team productivity
Implement AI-powered solutions to enable self-service, automate routine tasks
Provide white glove, high-touch technical support to end users, serving as an escalation point for complex issues
Administer and support Active Directory, Entra ID, Microsoft 365, Windows 365, Intune, and Autopilot environments
Support and troubleshoot Windows and Mac endpoints, ensuring optimal performance and security compliance
Manage IT Asset Management (ITAM) including procurement, inventory tracking, deployment, and disposal
Manage the complete employee technology lifecycle including onboarding, role changes, and offboarding

Requirements

5+ years of experience in an internal IT support role within an enterprise environment
Proven experience leading, mentoring, or managing technical support staff
Hands-on experience supporting Active Directory, Entra ID, and Group Policy
Proficiency with Microsoft 365 administration (Exchange, SharePoint, Teams, OneDrive)
Experience with Windows 365 Cloud PCs, Intune device management, and Autopilot deployment
Strong experience supporting both Windows and Mac operating systems
Familiarity with copy/print hardware deployment, configuration, and troubleshooting
Demonstrated experience with IT Asset Management practices and tools
Experience defining, tracking, and reporting on support KPIs and metrics
Track record of identifying and implementing process improvements
Strong interest in AI, automation, and emerging technologies with practical examples of driving efficiency
Excellent interpersonal and communication skills with a genuine client-first mindset
Ability to deliver white glove service with professionalism, patience, and empathy
Strong organizational skills and ability to thrive in a fast-paced environment.

Benefits

Comprehensive medical, dental, and vision benefits
Company contributions to HSA and FSA plans
Employer paid life and disability insurance
401(k) with company match
Paid time off (PTO) and company paid holidays
Learning and development opportunities that support real career advancement
Employee assistance resources and a supportive culture that values balance and well-being

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

IT supportActive DirectoryEntra IDMicrosoft 365Windows 365IntuneAutopilotIT Asset ManagementGroup Policysupport KPIs

Soft Skills

leadershipmentoringcommunicationorganizational skillsclient-first mindsetinterpersonal skillsproblem-solvingprocess improvementempathypatience