IT Support Lead

Vaga não está no LinkedIn

🕒 Maio 19

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $80.000 - $95.000 / ano

⏰ Tempo Integral

🟠 Sênior

💻 Suporte de TI

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FiscalNote

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

Fundada em 2013

🏢 Corporativo

📋 Conformidade

🏛️ Governo

Enterprise • Compliance • Government

A FiscalNote é uma provedora líder de soluções de políticas públicas e inteligência global que ajudam organizações e governos a navegar por ambientes políticos, corporativos e regulatórios complexos. Suas soluções incluem monitoramento de políticas, gestão de temas, advocacy e análise de risco geopolítico, projetadas para fornecer insights acionáveis e facilitar a tomada de decisão informada por diversos stakeholders, incluindo órgãos governamentais, gabinetes parlamentares e profissionais de assuntos públicos. A FiscalNote oferece produtos e soluções sob medida para múltiplos setores, aprimorando a capacidade de gerir atividades legislativas globais e locais, compliance e iniciativas de advocacy.

Descrição

• Provide daily leadership, coaching, and performance management for two IT Support Engineers • Manage the IT support queue, prioritizing and assigning requests to meet SLA commitments • Act as a senior escalation point for complex or critical IT support incidents • Maintain IT asset lifecycle management (inventory, procurement, deployment, decommissioning) • Drive improvements in IT documentation, knowledge base, and training materials • Partner with IT leadership on execution of process improvements, automation rollouts, and service enhancements (without owning strategic design) • Ensure smooth and consistent employee onboarding/offboarding experiences • Research and recommend new tools and practices; support implementation led by IT leadership • Support core IT systems including but not limited to, FiscalNote's collaboration suite, identity management, Mobile Device Management (MDM), and Antivirus • Participate in the IT support escalation rotation as needed • Leverage AI tools to automate repetitive IT workflows, including ticket triage, routing, and status updates within FreshService • Champion the use of AI-assisted documentation to maintain an accurate, up-to-date knowledge base with minimal manual overhead • Support the team's responsible use of Claude and other approved AI tools for drafting runbooks, SOPs, and internal communications

🎯 Requisitos

• 5+ years of IT Service Desk / Support experience with at least 1–2 years in a team lead, supervisor, or managing role • Strong leadership skills with the ability to delegate, coach, and hold team members accountable • Expert troubleshooting across macOS and Windows environments • Advanced knowledge of Google Workspace, Microsoft 365, and enterprise collaboration tools • Hands-on experience with Okta, Jamf, Intune, and enterprise ITSM platforms (FreshService preferred) • Strong networking knowledge (switches, routers, firewalls, Wi-Fi, VPNs) • Excellent written and verbal communication skills • Experience working within compliance frameworks such as SOC 2 / SOX, with focus on adhering to established IT controls and processes • Highly organized with proven ability to manage competing priorities • Familiarity with AI-assisted IT operations tools (e.g., AI ticket summarization, predictive routing, or chatbot-based Tier 0 deflection) • Exposure to prompt engineering or workflow automation using LLM-based tools in an IT or enterprise support context • Experience evaluating AI tools against SOC 2 / security requirements prior to deployment

🏖️ Benefícios

• Competitive salaries • Retirement accounts • Equity packages • Comprehensive benefits packages including health insurance