Lead - IT Support

IT Support Lead

Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you'll love today!

Job Summary

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.

If you've got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.