Team Lead, Internal Support

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Nerdio

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

🏥 Healthcare

📦 Logistics

💰 Series B on 2022-12

Consulting • Healthcare • Logistics

Nerdio is a company that specializes in streamlining operations and cost optimization for enterprise IT environments, focusing particularly on Microsoft Azure, Windows 365, and Microsoft Intune. Their products, Nerdio Manager for Enterprise and Nerdio Manager for MSP, offer robust automation features that reduce management time and operational costs for managed service providers and enterprises alike. Nerdio's solutions are designed to enhance IT efficiency across industries such as financial services, education, government, and healthcare, with a strong emphasis on security, user experience, and reducing Azure costs. Recognized as a leading innovative partner by Microsoft, Nerdio helps organizations deploy and manage virtual desktops and cloud environments efficiently.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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