IT Team Lead

• Lead, coach, and manage a team of IT Support Engineers delivering support to external customers
• Ensure consistent, high-quality resolution of customer incidents, requests, and service issues in line with SLAs
• Foster a customer-first, service-oriented culture focused on reliability, responsiveness, and professionalism
• Work closely with customer stakeholders to understand requirements, priorities, and service expectations
• Collaborate with internal teams such as Product, Engineering, and Account Management to resolve complex issues
• Provide technical leadership during customer calls, incident bridges, and live troubleshooting sessions
• Support workforce planning, onboarding, and skills development within the team
• Act as an escalation point for complex Tier 3/4 technical issues, including break-fix, system outages, and security incidents
• Perform root cause analysis for recurring incidents and implement preventative solutions
• Lead or contribute to technical problem management and post-incident reviews
• Own and improve IT service management (ITSM) processes, documentation, and workflows
• Drive efficiencies across ticketing systems, tooling, and operational practices
• Execute IT services projects as assigned, including customer migrations, tooling changes, or service enhancements

• 10+ years of experience in IT support, systems administration, or IT services roles
• 4+ years of experience leading or managing technical teams
• Proven experience delivering IT services to third-party customers (e.g., MSP, MSSP, SaaS, or enterprise services environment)
• Strong background in Tier 3 support and technical escalation handling
• OS-agnostic support expertise across macOS and Windows environments
• Strong experience with Identity & Access Management (IAM) and SSO platforms such as Okta, Entra ID, or JumpCloud
• Hands-on experience with UEM solutions for device management and remote troubleshooting
• Familiarity with ticketing systems, user lifecycle management, and service delivery tooling
• Understanding of information security principles and secure handling of sensitive data
• Proven ability to balance people management with hands-on technical contribution
• Strong customer-facing communication and stakeholder management skills
• Excellent documentation, process design, and operational thinking
• Proactive, solutions-focused mindset with a passion for continuous improvement

Industry certifications (e.g ITIL, CompTIA, Microsoft, Apple) are a plus

• Stock grant opportunities dependent on your role, employment status and location
• Additional perks and benefits based on your employment status and country
• The flexibility of remote work, including optional WeWork access