Tech Stack

Description

You will directly manage and develop IT support staff, own SLA targets, and be hands-on with technical support across laptops, identity platforms, and SaaS tools, building processes and documentation that scale with the company's growth.

Requirements

• Experience in IT support with leadership or people management
• Ability to build help desk operations including SLA management and queue ownership
• Strong technical skills with Windows, macOS, identity platforms, and SaaS tools
• Excellent written communication skills for documentation

Responsibilities

• Manage and develop IT support team including 1:1s and performance expectations
• Own ticket queue health in Jira Service Management with SLA definition and reporting
• Serve as escalation point for complex support issues across Windows, macOS, Linux, AV, and peripherals
• Troubleshoot identity and access issues across Microsoft Entra ID, Google Workspace, and SaaS tools
• Build and maintain knowledge base in Confluence and improve support tooling