Senior IT Support Lead

Job Responsibilities Onboarding and offboarding of employees, including hardware selection, configuration, purchasing, access control, and inventory management of company-owned computing resources. Serve as the primary point of escalation for IT support requests across MacOS, Windows, and Ubuntu endpoints. Own the helpdesk queue, drive toward SLA adherence, and build self-service resources to reduce repeat ticket volume. Diagnose and resolve hardware, software, networking, and SaaS access issues promptly working cross-functionally with various technical departments. Enforce baseline security policies (disk encryption, OS patching, screensaver lock) in partnership with others on the IT Team. Build and maintain an internal IT knowledge base covering common issues, onboarding, offboarding runbooks, and self-service guides. Experience & Education Bachelor’s in Computer Science, Information Technology, or a related field 3+ years of experience in an IT support role Qualifications Experience with a wide array of operating systems; Ubuntu, Windows, and MacOS, networking, SaaS and cloud computing services (Okta, GSuite, MS365, Asana, Slack, AWS/Azure, etc.) Hands-on experience with Okta (user lifecycle management, app integrations) and Google Workspace administration. Experience with or strong working knowledge of a major MDM platform. Reputation for responsiveness, reliability, creative problem-solving ability, and attention-to-detail. Ability to prioritize and manage multiple projects in a rapidly changing work environment. Strong service orientation with excellent communication skills; you know how to prioritize urgency without sacrificing quality. Nice to Haves Scripting ability in Python, Bash, PowerShell, or Okta Workflows for automation. Kandji / Iru / MS Intune experience Experience supporting highly technical teams; quantum engineers, hardware researchers, etc. — who require elevated permissions, specialized software, and flexible endpoint configurations