IT Support Lead

Job Summary

We are seeking an IT Support Lead to provide strategic IT leadership and stakeholder alignment. You will partner with business leaders, Executive Assistants, Workplace/Facilities, and Audio/Visual teams to translate organisational needs into seamless IT solutions.

Responsibilities

• Provide strategic IT leadership and stakeholder alignment, partnering with business leaders and teams to deliver IT solutions.
• Manage regional IT budgets, optimise cloud costs, negotiate vendor contracts, and drive multi-site hybrid work.
• Lead a hybrid team of 15-20 L2/L3 IT support leads and specialists across multiple Americas offices.
• Establish systems of record and operational workflows using Jira and the ITSM ticketing system.
• Serve as the primary escalation point for major operational outages, enforcing quantifiable KPIs.
• Integrate standard workflow automation tools and practical AI capabilities into daily IT service delivery.
• Ensure corporate infrastructure adheres to baseline compliance, hardware lifecycle standards, and access management best practices.

Requirements

• 6+ years in corporate IT support, networking, or infrastructure operations.
• 2+ years leading distributed, multi-site teams.
• Proven ability to partner with Executive Assistants, Workplace/Facilities, AV engineers, and senior executives.
• Demonstrated success coaching and mentoring L2/L3 support personnel.
• Hands-on experience with enterprise ticketing and task systems, wireless/switching infrastructure, and managing cloud identity and SaaS tool environments.

Preferred Qualifications

• Previous experience managing infrastructure in enterprise SaaS, developer tools, or cloud database companies.
• Familiarity with End-User IT technologies or Agile/Project Management practices.
• Strong learning agility and a passion for continuous education in emerging tech.

First 6-12 Month Outcomes

• Achieve >95% CSAT and reduce Mean Time to Resolution (MTTR) by 20%.
• Identify and automate top repetitive manual onboarding and ticketing tasks.
• Establish clear operational KPIs and coach direct reports.

Benefits

• Base salary range: $70,000-$145,000 USD.
• Equity, participation in the employee stock purchase program, flexible paid time off, 20 weeks fully-paid gender-neutral parental leave, fertility and adoption assistance, 401(k) plan, mental health counseling, access to transgender-inclusive health insurance coverage, and health benefits offerings.