# IT Support Lead

**Company**: MongoDB
**Location**: New York City
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: $70,000-$145,000 USD
**Category**: IT
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/mongodb/jobs/8360183?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/it-support-lead-89a9aa2a-667/

## Description

### 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.

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## Skills

### Required
- Jira
- ITSM ticketing system
- Meraki
- Aruba
- cloud identity
- SaaS tool environments

### Nice to have
- End-User IT technologies
- Agile/Project Management practices
- AI
- IoT
- edge computing

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/mongodb/jobs/8360183?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)