We are seeking a proactive and experienced IT Support Lead to oversee our IT support operations and ensure seamless technology experiences across the organization. This role combines hands-on technical expertise, making it ideal for someone who thrives in fast-paced environments.

Key Responsibilities

Provide IT Support 24x7 on call production support.
Serve as the primary escalation point for complex technical issues across hardware, software, and network systems.
Monitor and improve helpdesk operations, ensuring timely resolution of support tickets and high user satisfaction.
Develop and maintain documentation for support procedures, troubleshooting guides, and system configurations.
Collaborate with other IT teams to implement system upgrades, patches, and new technologies.
Track and report on support metrics, identifying trends and recommending improvements.
Ensure compliance with IT policies, security standards, and data protection regulations.
Manage inventory of IT assets and coordinate procurement when necessary.
Administration of Windows based applications of basic principles, theories, and concepts

Required Skills & Qualifications

Bachelor s degree in computer science, Information Technology, or related field.
5+ years of experience in IT support,
Strong knowledge of Windows/Mac OS, Active Directory, Office 365, Intune and common enterprise applications.
Familiarity with ITSM tools (e.g., ServiceNow, Jira, Zendesk).
Excellent troubleshooting and problem-solving skills.
Strong communication and interpersonal abilities.
Ability to prioritize tasks and manage time effectively in a dynamic environment.

Preferred Qualifications

ITIL certification or equivalent.
Experience with cloud platforms (e.g., Azure, Intune, and M365).
Exposure to cybersecurity best practices.
Experience in supporting remote and hybrid work environments.

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