Information Technology Support Team Lead

About the role

The Information Technology Support Team Lead will provide technical support and ensure smooth IT operations for users across multiple U.S. locations. This position serves as the first point of contact for internal users, handling troubleshooting, ticketing, and escalation while collaborating closely with IT leadership.

Key responsibilities

• Provide Level 1 and Level 2 end‑user support for hardware, software, and connectivity issues.
• Install, configure, and update software on laptops and desktops, ensuring security and compliance.
• Manage Microsoft 365 user administration, licensing, password resets, and troubleshoot Teams, Outlook, OneDrive, and SharePoint.
• Identify and mitigate phishing threats, support SPF, DKIM, and DMARC implementation, and promote email security awareness.
• Diagnose basic network and WAN issues, understand site‑to‑site IPSec tunnels, and coordinate with external partners.
• Log, prioritize, and track tickets using an ITIL‑aligned service desk, ensuring proper documentation and escalation.
• Maintain user guides, setup procedures, and knowledge‑base articles for continuous improvement.

Required profile

• Bachelor’s degree in Computer Science, Information Systems, or equivalent experience.
• Advanced C1/C2 English proficiency (written and spoken).
• 3+ years of experience in IT support, helpdesk, or infrastructure support, preferably remote support for U.S. users.

Required skills

• Windows OS installation and desktop/laptop configuration.
• Microsoft 365 administration (Teams, SharePoint, OneDrive, Outlook).
• Basic networking troubleshooting (IP, DNS, DHCP, VPN, wireless, firewalls).
• Understanding of WAN architecture and site‑to‑site IPSec tunneling.
• Email security protocols: SPF, DKIM, DMARC.
• ITIL‑aligned incident management and ticketing systems.