IT Support Lead

Emploi pas sur LinkedIn

🕒 il y a 18 jours

🇺🇸 États-Unis – Télétravail

💵 $80 000 - $95 000 / an

⏰ Temps Plein

🟠 Senior

💻 Technicien Support Informatique

🦅 Parrain de Visa H1B

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FiscalNote

Site WebLinkedInTous les Emplois

501 - 1000 employés

Fondée en 2013

🏢 Entreprise

📋 Conformité

🏛️ Gouvernement

Enterprise • Compliance • Government

FiscalNote est un fournisseur de premier plan de solutions de politique et d'intelligence globale qui aident les organisations et les gouvernements à naviguer dans des paysages politiques, corporatifs et réglementaires complexes. Leurs solutions incluent le suivi des politiques, la gestion des enjeux, le plaidoyer et l'analyse des risques géopolitiques, visant à fournir des insights exploitables et à faciliter une prise de décision informée pour divers intervenants, y compris les agences gouvernementales, les bureaux parlementaires et les professionnels des affaires publiques. FiscalNote propose des produits et des solutions adaptés à plusieurs industries, améliorant la capacité de gérer les activités législatives mondiales et locales, la conformité et les initiatives de plaidoyer.

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

🎯 Exigences

• 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

🏖️ Avantages

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