IT Support Lead

Job not on LinkedIn

🕒 May 19

🇺🇸 United States – Remote

💵 $80k - $95k / year

⏰ Full Time

🟠 Senior

💻 IT Support

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FiscalNote

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2013

🏢 Enterprise

📋 Compliance

🏛️ Government

Enterprise • Compliance • Government

FiscalNote is a leading provider of policy and global intelligence solutions that help organizations and governments navigate complex political, corporate, and regulatory landscapes. Their solutions include policy tracking, issue management, advocacy, and geopolitical risk analysis, which are designed to provide actionable insights and facilitate informed decision-making for various stakeholders including government agencies, congressional offices, and public affairs professionals. FiscalNote provides tailored products and solutions across multiple industries, enhancing the ability to manage global and local legislative activities, compliance, and advocacy initiatives.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

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