Job Description

Responsibilities:

• Lead and mentor the IT support team, setting standards for timely, high-quality technical assistance across macOS, Windows, and SaaS platforms.

• Develop and execute strategies for end-user support, device configuration, and system maintenance to improve reliability and user experience.

• Administer and manage devices using MDM tools such as Intune, Kandji, and Automox, ensuring compliance and security standards are maintained.

• Manage and support critical SaaS platforms including Slack, Microsoft 365, Atlassian, Okta, and Zoom, handling integrations, permissions, and user lifecycle management.

• Configure and maintain core network services (DNS, DHCP), VoIP systems, and A/V confe rencing solutions to enable seamless collaboration.

• Collaborate cross-functionally with other teams to identify technical improvements, contribute to architectural decisions, and support organizational initiatives.

• Design and deliver training sessions for employees on software tools, hardware usage, and IT best practices to foster self-sufficiency and adoption.

• Drive automation and process improvement initiatives to increase efficiency and reduce manual intervention across IT workflows.

Qualifications:

• 5-8 years of IT support experience in a fast-paced, dynamic environment, including 3+ years in a Lead or Level 2 role.

• Deep expertise with MDM platforms (Intune, Kandji) and endpoint management.

• Strong hands-on skills in hardware, software, and network troubleshooting, with a structured and analytical problem-solving approach.

• Experience managing Microsoft 365, Okta, and other SaaS ecosystems at scale.

• Solid understanding of networking protocols and configuration (DNS, DHCP, VPNs, VLANs, firewalls).

• Demonstrated success in mentoring junior IT staff, managing escalations, and improving helpdesk workflows.

• Familiarity with VoIP and A/V systems configuration and troubleshooting.

• Excellent communication and documentation skills, with the ability to translate technical concepts for non-technical users.

• A mindset focused on security, automation, and continuous improvement.

• Physical requirements: operate a computer for 8 hours per day; give and receive detailed information through verbal and written communication

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