IT Support Lead
6 - 10 years
United States
$80k - $95k/year
Full-time
Remote
1 month ago
About the role
Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking "Apply" takes you to Swooped to review the role and hiring company details.
About the Opportunity
The IT Support Lead reports to the VP, Information Security and will oversee the day-to-day delivery of L1/L2 IT support operations. This role provides direct leadership and coaching to two IT Support Engineers, ensuring effective ticket resolution, excellent customer service, and strong process adherence. While remaining a senior escalation point for complex issues, the Support Lead's primary responsibility is to manage the support function at the operational level, enabling IT leadership to focus on strategic initiatives.
About the Team
The IT team supports all employee technology needs worldwide, including collaboration platforms, email, identity, and productivity systems. As a modern technology organization, the team leverages tools that meet strict security standards while delivering a great user experience. The IT Support Lead plays a key role in ensuring consistent, reliable, and efficient front-line support.
About You
You are a proven IT support professional who thrives in people leadership and operational management. You can balance workload prioritization, staff development, and customer service metrics, while remaining technically capable of stepping in on challenging issues. You value structure, accountability, and continuous improvement at the team level.
The salary range for the role is$80,000 - 95,000 per year.
What To Expect In This Position
What Sets You Apart
The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.
About the Opportunity
The IT Support Lead reports to the VP, Information Security and will oversee the day-to-day delivery of L1/L2 IT support operations. This role provides direct leadership and coaching to two IT Support Engineers, ensuring effective ticket resolution, excellent customer service, and strong process adherence. While remaining a senior escalation point for complex issues, the Support Lead's primary responsibility is to manage the support function at the operational level, enabling IT leadership to focus on strategic initiatives.
About the Team
The IT team supports all employee technology needs worldwide, including collaboration platforms, email, identity, and productivity systems. As a modern technology organization, the team leverages tools that meet strict security standards while delivering a great user experience. The IT Support Lead plays a key role in ensuring consistent, reliable, and efficient front-line support.
About You
You are a proven IT support professional who thrives in people leadership and operational management. You can balance workload prioritization, staff development, and customer service metrics, while remaining technically capable of stepping in on challenging issues. You value structure, accountability, and continuous improvement at the team level.
The salary range for the role is$80,000 - 95,000 per year.
What To Expect In This Position
- Provide daily leadership, coaching, and performance management for two IT Support Engineers
- Manage the IT support queue, prioritizing and assigning requests to meet SLA commitments
- Act as a senior escalation point for complex or critical IT support incidents
- Maintain IT asset lifecycle management (inventory, procurement, deployment, decommissioning)
- Drive improvements in IT documentation, knowledge base, and training materials
- Partner with IT leadership on execution of process improvements, automation rollouts, and service enhancements (without owning strategic design)
- Ensure smooth and consistent employee onboarding/offboarding experiences
- Research and recommend new tools and practices; support implementation led by IT leadership
- Support core IT systems including but not limited to, the organization's collaboration suite, identity management, Mobile Device Management (MDM), and Antivirus
- Participate in the IT support escalation rotation as needed
- Leverage AI tools to automate repetitive IT workflows, including ticket triage, routing, and status updates within FreshService
- Champion the use of AI-assisted documentation to maintain an accurate, up-to-date knowledge base with minimal manual overhead
- Support the team's responsible use of Claude and other approved AI tools for drafting runbooks, SOPs, and internal communications
What Sets You Apart
- 5+ years of IT Service Desk / Support experience with at least 1–2 years in a team lead, supervisor, or managing role
- Strong leadership skills with the ability to delegate, coach, and hold team members accountable
- Expert troubleshooting across macOS and Windows environments
- Advanced knowledge of Google Workspace, Microsoft 365, and enterprise collaboration tools
- Hands-on experience with Okta, Jamf, Intune, and enterprise ITSM platforms (FreshService preferred)
- Strong networking knowledge (switches, routers, firewalls, Wi-Fi, VPNs)
- Excellent written and verbal communication skills
- Experience working within compliance frameworks such as SOC 2 / SOX, with focus on adhering to established IT controls and processes
- Highly organized with proven ability to manage competing priorities
- Familiarity with AI-assisted IT operations tools (e.g., AI ticket summarization, predictive routing, or chatbot-based Tier 0 deflection)
- Exposure to prompt engineering or workflow automation using LLM-based tools in an IT or enterprise support context
- Experience evaluating AI tools against SOC 2 / security requirements prior to deployment
The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.