Systems Support Lead

1 hour, 14 minutes ago
Full-time
Lead
Customer and Technical Support
HighLevel

HighLevel

HighLevel provides an all-in-one sales and marketing platform that agencies can white label and resell, offering tools and resources designed to help businesses consolidate their marketing efforts and achieve their growth objectives.

Internet Software & Services
251-1K
Founded 2018
$60M raised

Description

  • Lead the day-to-day operations of the Systems Support team and ensure SLA compliance.
  • Coach, mentor, and provide escalation support to Tier 1 and Tier 2 team members.
  • Serve as the primary contact for third-party vendors handling asset dispatch, recovery, and logistics.
  • Drive process improvements by developing and implementing technical procedures and workflows.
  • Own the end-to-end hardware asset management lifecycle, including procurement, deployment, inventory, and disposal.
  • Lead and support internal and external asset management audits and reporting.
  • Support deployment of hardware such as MacBooks, peripherals, and networking equipment.
  • Resolve advanced tickets related to remote desktop environments and complex business application issues.
  • Troubleshoot OS-level issues in a heavy macOS environment.
  • Maintain technical documentation, SOPs, and knowledge base articles for recurring issues.
  • Support endpoint security initiatives and related tooling and controls.

Requirements

  • 7+ years of IT support experience, including 2+ years in a team lead or supervisory role.
  • Proven ability to lead a technical support team with a proactive, assertive leadership style.
  • Strong experience owning the full hardware asset lifecycle, including procurement, inventory, disposal, and audits.
  • Experience working with third-party vendors for IT asset dispatch and pick-up.
  • Extensive hands-on experience supporting and troubleshooting macOS hardware and software.
  • System administration experience in either Google Workspace or Windows environments.
  • Direct experience with Apple Business Manager and MDM platforms, with Addigy strongly preferred.
  • Proven ability to support enterprise Zoom and Slack environments.
  • Solid understanding of TCP/IP, DNS, DHCP, VLANs, and switching.
  • Familiarity with endpoint security tools such as SWG, CASB, ZTNA, and NGAV.
  • CompTIA Network+, CCNA, or equivalent networking certification preferred.
  • Experience with ITGC or SOX compliance related to asset management or access control preferred.
  • Experience managing Google Workspace preferred.

Interested in this position?

Apply directly on the company website

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