IT Support Team Leader

Description:

Job Overview

We’re seeking an experienced IT lead to own the full scope of IT operations across support, infrastructure, security, systems access, and vendor relationships. Reporting to the VP of Technology, this role is responsible for managing day-to-day IT operations, mentoring and growing a team, and maintaining high-availability systems while ensuring end-to-end security and compliance.

Key Responsibilities

· Lead and manage the help desk and technical support team, setting SLAs and tracking performance metrics for effective issue resolution

· Oversee Microsoft platform environment (Active Directory, Exchange/Office 365, endpoint security, Azure) including licensing, upgrades, and patching

· Own and administer 3rd-party systems (SaaS, enterprise applications), including system integrations, vendor setup, and ongoing support

· Manage systems access, identity lifecycle (on/off-boarding), permissions, and compliance controls

· Oversee equipment management: procurement, inventory, lifecycle planning, and decommissioning

· Implement and maintain comprehensive security management including access controls, vulnerability assessments, audits, incident response, disaster recovery, and business continuity planning

· Provide incident management for IT incidents—escalation, resolution coordination, root cause analysis, and post-mortem reporting

· Manage and mentor a diverse IT team, including hiring, training, performance evaluation, and career development planning

· Administer vendor relationships and contracts, including negotiating service levels, licensing, service agreements, and ensuring cost effectiveness

· Develop and implement IT policies, processes, and best practices, including documentation, audits, and compliance controls

· Oversee budgeting and cost control for IT operations, asset lifecycle, and project delivery

· Coordinate major IT projects, such as system upgrades, migrations, platform rollouts or outages, ensuring delivery on time and within scope

Requirements:

Qualifications & Experience

Minimum Qualifications:

· Bachelor's degree in IT, Computer Science, or related field; Master’s or MBA a plus

· 5+ years in IT operations/support roles; 2–4 years in leadership or supervisory responsibility

· Experience managing Microsoft platform environments (AD, Exchange, Azure)

· Solid understanding of help desk operations, ticketing systems, and ITSM practices (ITIL experience preferred)

· Experience in security management (incident response, access control, audits, backups, DR planning)

Core Competencies

· Strong leadership and team development skills with a hands-on mindset

· Excellent oral and written communication skills, with the ability to translate technical concepts for non-technical stakeholders

· Analytical thinking, problem-solving, and performance metric orientation

· Proven ability to prioritize multiple projects in a fast-paced environment

· Customer service mindset and proactive, resourceful approach