The Technical Support Lead role is responsible for supporting the intake, tracking, and resolution of Information Technology issues for our entire company. The majority of our 200+ employees are software and network engineers with extensive IT skills. You will act as the team leader serving as the primary point of contact for employee issues and have responsibility for Itential's hardware and end-user software systems. Your excellent communication skills will be as equally important as your broad technical experience.

Personally perform and lead the team to fulfill the following IT support responsibilities:

• End-User Computing:
• Troubleshoot and resolve hardware and software issues reported by employees
• Order, document, and distribute new hardware and peripherals for new employees (MacBook Pro)
• Maintain shared office technical resources (projectors, printers, scanners, etc)
• Communicate with resources involved in resolution to ensure issues are resolved, requests are fulfilled, and the communication to the employee is complete
• Create a positive employee experience, and build strong relationships through engaged listening and understanding
• Document resolutions, processes and procedures, and update knowledgebase articles
• Develop new processes and/or solutions to improve the services we provide
• Systems Administration:
• New employee account setup across all software systems (utilizing Okta)
• Track costs and identify OPEX opportunities across SaaS platforms, and physical and virtual systems
• Monitor applications, platforms, and systems or solutions to proactively identify and resolve issues
• Work with Infrastructure Administrator to develop and maintain Service Level Agreements (SLAs)
• Work with VMware and cloud solutions to provision and support business applications and lab environments
• Support building LAN / WAN networks and VPN connections
• Security and Compliance:
• Implement and perform a variety of different security and compliance checks and processes
• Participate in security and compliance meetings

Qualifications and Skills

• At least 5-7 years of experience as in an Information Technology Support role, 5 years in a leadership role. 
• Understanding of desktop and server OS troubleshooting and administration across MacOS, Microsoft, VMware, and related systems
• Basic knowledge of Linux/*nix systems administration
• Ability to prioritize competing requests, maintain confidentiality, and provide exceptional service
• Strong verbal and written communication skills, with ability to communicate cross-functionally and across management levels in formal and informal settings
• Experience explaining technical information in a way that establishes rapport, persuades others, and fosters understanding
• We don't particularly care about certifications; we're more interested in your successes within IT