Team Lead, Internal Support

🕒 Agosto 12

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟠 Sênior

👻 Score fantasma 13%

O que significa: quão provável esta vaga está aberta sem contratação ativa.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Como pontuamos: tempo em aberto, republicações, vagas abertas vs tamanho do time, rapidez para fechar vagas, e se o salário está divulgado.Observação: é uma estimativa de dados públicos, não um julgamento da empresa. Vagas reais podem ter pontuação alta, então use como uma dica, não como um fato.

Candidatar-se

Encontrar Vagas Remotas Similares

Configurar Alerta de Email para Novas Vagas

📊 Verifique sua pontuação de currículo para esta vaga

Melhore suas chances de conseguir uma entrevista verificando sua pontuação de currículo antes de se candidatar.

Enviar Currículo

Nerdio

SiteLinkedInTodas as Vagas

51 - 200 funcionários

💼 Consultoria

🏥 Saúde

📦 Logística

💰 Series B em 2022-12

Consulting • Healthcare • Logistics

Nerdio é uma empresa especializada em simplificar operações e otimizar custos em ambientes de TI corporativos, com foco especial em Microsoft Azure, Windows 365 e Microsoft Intune. Seus produtos, Nerdio Manager for Enterprise e Nerdio Manager for MSP, oferecem recursos robustos de automação que reduzem o tempo de gerenciamento e os custos operacionais para provedores de serviços gerenciados (MSPs) e empresas. As soluções da Nerdio são projetadas para ampliar a eficiência de TI em setores como serviços financeiros, educação, governo e saúde, com forte ênfase em segurança, experiência do usuário e redução de custos no Azure. Reconhecida pela Microsoft como parceira líder em inovação, a Nerdio ajuda organizações a implantar e administrar desktops virtuais e ambientes em nuvem com eficiência.

Descrição

• Directly manage Internal Support Engineers, including workload distribution, coverage planning, and shift/timezone coordination • Conduct 1:1s, performance reviews, and career development planning • Coach engineers on troubleshooting, communication, and ticket ownership; identify skill gaps and build growth plans • Own hiring, onboarding, and ramp-up for new Internal Support Engineers • Foster accountability, curiosity, and continuous learning • Own SLAs and the health of the Zendesk ticket queue; monitor volume, aging, and escalation trends • Escalate complex or sensitive issues that engineers cannot resolve independently • Review ticket quality and documentation; maintain the internal knowledge base • Report response time, resolution time, CSAT, and employee satisfaction metrics to IT leadership • Maintain hands-on technical oversight across Entra ID, Active Directory, Entra Connect Sync, Intune, and Microsoft 365 • Review and approve Conditional Access, MFA, and other identity/security control changes • Provide technical escalation support for AVD and Nerdio Manager for MSP issues • Partner with senior IT/infrastructure staff on endpoint, identity, and cloud infrastructure projects • Improve IT support processes, runbooks, and documentation standards • Drive adoption of tools and features such as Zendesk AI and Nerdio Scribe • Identify recurring issues and drive root-cause fixes • Manage procurement workflows and vendor coordination for internal IT support • Represent Internal Support in cross-functional IT projects

🎯 Requisitos

• 7+ years of experience in IT support, systems administration, or a related technical role, including leading, mentoring, or managing a support team • Deep hands-on experience with Microsoft Entra ID, including user/group management, Conditional Access, MFA, and hybrid identity • Strong working knowledge of on-premises Active Directory and Entra Connect Sync or equivalent AD sync tooling • Experience administering Microsoft Intune, including device enrollment, compliance policies, configuration profiles, and app management • Experience administering Microsoft 365 workloads: Exchange Online, Teams, SharePoint, and OneDrive • Ability to manage ticket queues and SLAs and improve service-desk performance • Strong understanding of DNS, DHCP, VPN, and TCP/IP networking fundamentals • Excellent communication skills and ability to translate technical issues for non-technical stakeholders • Experience coaching others • Comfortable managing a distributed team across time zones with minimal oversight in a remote-first environment • Preferred: Nerdio Manager for MSP or Azure Virtual Desktop experience • Preferred: Zendesk or similar ITSM/ticketing platform experience, including reporting and workflow configuration • Preferred: Microsoft certifications such as AZ-900, MD-102, AZ-104, or AZ-140 • Preferred: experience building or scaling an internal IT support function • Preferred: PowerShell or Python scripting for automation and administrative tasks • Preferred: exposure to Azure fundamentals and cloud infrastructure concepts

🏖️ Benefícios

• Competitive compensation commensurate with experience and local market • Benefits package in line with local employment law requirements • Stock Options • Health and Welfare Plans • Life and Disability Plans • Retirement Plan • Unlimited Flexible Paid Time Off, including your birthday off • Collaborative Team Culture • Remote-first flexibility with a supportive, global team culture • A leadership seat on a collaborative, technically strong Internal IT team • Exposure to a modern, cloud-first Microsoft stack • Opportunity to shape team structure and process as the function scales