Tech Stack

Description

You will lead a team of IT support engineers, manage day-to-day operations for ~1,500 users across global offices and remote sites, and drive IT strategy to improve end-user experience. You'll own SLAs, enforce processes, and collaborate with security teams while overseeing endpoint management, cloud environments, and collaboration platforms.

Requirements

• 4+ years in corporate IT support with 2-4 years in a team lead or senior role
• Proven track record supporting 1000+ users in a multi-site or global environment
• Solid hands-on knowledge of Microsoft ecosystem: Windows OS, AD, M365, Entra ID, Intune or similar MDM
• Good understanding of network fundamentals: LAN, Wi-Fi, VPN, DNS, DHCP
• Fluent English and ability to explain technical concepts to non-technical stakeholders

Responsibilities

• Lead and mentor a team of IT support engineers, setting priorities and performance expectations
• Own day-to-day IT support for ~1,500 users across HQ and remote sites
• Manage escalations and ensure timely resolution of complex issues
• Track and report KPIs: ticket volumes, SLA adherence, CSAT, resolution times
• Oversee troubleshooting of hardware, software, and network issues