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IT Support Lead

3 weeks, 6 days ago
United States
Full-time
Lead
Customer Support
Customer and Technical Support
LLM macOS
Apply Now
FiscalNote

FiscalNote

FiscalNote is the leading provider of global policy and market intelligence, empowering organizations with AI-driven insights to navigate complex governmental landscapes.

Diversified Financial Services
251-1K
Founded 2013
View All Jobs 9

Description

  • Provide daily leadership, coaching, and performance management for two IT Support Engineers.
  • Manage the IT support queue by prioritizing and assigning requests to meet SLA commitments.
  • Serve as the senior escalation point for complex or critical IT support incidents.
  • Maintain IT asset lifecycle management, including inventory, procurement, deployment, and decommissioning.
  • Improve IT documentation, knowledge base content, and training materials.
  • Partner with IT leadership to execute process improvements, automation rollouts, and service enhancements.
  • Support employee onboarding and offboarding to ensure a smooth experience.
  • Research and recommend new tools and practices, and support implementations led by IT leadership.
  • Support core IT systems including collaboration tools, identity management, MDM, and antivirus.
  • Participate in the IT support escalation rotation as needed.
  • Use AI tools to automate repetitive support workflows, including ticket triage, routing, and status updates within FreshService.
  • Promote AI-assisted documentation and support approved AI tools for runbooks, SOPs, and internal communications.

Requirements

  • 5+ years of IT Service Desk or IT Support experience.
  • At least 1–2 years of experience in a team lead, supervisor, or management role.
  • Strong leadership skills with the ability to delegate, coach, and hold team members accountable.
  • Expert troubleshooting experience in 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, with FreshService preferred.
  • Strong networking knowledge, including switches, routers, firewalls, Wi‑Fi, and VPNs.
  • Excellent written and verbal communication skills.
  • Experience working within compliance frameworks such as SOC 2 or SOX and adhering to IT controls and processes.
  • Highly organized with proven ability to manage competing priorities.
  • Familiarity with AI-assisted IT operations tools such as 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 or security requirements prior to deployment.

Benefits

  • Salary range of $80,000 to $95,000 per year.
  • Competitive salaries.
  • Retirement accounts.
  • Equity packages.
  • Comprehensive benefits packages aligned with regional requirements and expectations.
  • Flexibility and benefits that support well-being and work-life balance.
  • Accessible and inclusive hiring process with reasonable accommodations available.
  • Opportunity to work remotely in the United States.

Interested in this position?

Apply directly on the company website

Apply Now

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