Position Summary:

We are seeking a proactive and hands-on IT Support Lead to join our internal IT department. This is a "player-coach" role, ideal for someone who thrives in both leading a small team and rolling up their sleeves to tackle hands-on technical challenges.

Duties and responsibilities:

• Collaborate with the Core IT Team to coordinate internal IT resources and third-party vendors for seamless project execution.
• Actively participate in hands-on IT support tasks, including troubleshooting hardware and software issues.
• Develop and maintain detailed project plans, tracking progress to ensure timely delivery within scope and budget.
• Monitor IT-related expenses and contribute to IT budget planning for various projects.
• Lead, supervise, and support the IT Support team, managing tasks and workflows while mentoring team members.
• Address and resolve incidents and conflicts, escalating critical issues to the IT Director as needed.
• Build and maintain strong relationships with third-party vendors and service providers.
• Create and maintain comprehensive documentation for IT projects and processes.

Requirements and qualifications:

• Strong understanding of ITIL practices and Service Desk structures.
• 10+ years of experience in the software industry, including a minimum of 5+ years in a managerial IT Support role.
• Proven hands-on expertise in troubleshooting hardware and software issues.
• In-depth knowledge of core internet technologies.
• Demonstrated leadership skills, including mentoring teams and fostering collaboration.
• Expertise in creating and leveraging metrics to measure the effectiveness of IT support operations.
• Bachelor’s degree in a related field (e.g., Computer Science, Information Technology).
• Excellent communication and interpersonal skills.
• A strong track record of delivering results within dynamic organizations.
• Experience in 24/7 support operations and managing teams across multiple locations is a plus.