IT Support Lead

Job Opportunity: IT Support Lead 

Stelfox is collaborating with an innovative U.S. company that leverages wasted energy to power high-performance computing data centers. These centers support clients who run energy-intensive GPU tasks for AI, large language models, bitcoin mining, and other demanding computational services.

About the Role:

They are seeking an IT Support Lead to join their team and play a critical role in troubleshooting and configuring both local and SaaS applications. In this position, you'll be working with networking, SaaS applications, file shares, and handling various Enterprise IT issues and requests. You will also collaborate on projects with multiple teams, departments, and external vendors to ensure a seamless user experience for theirr staff.

Key Responsibilities:

• User Support: Provide end-to-end support including, but not limited to, onboarding/offboarding, handling support desk projects, and updating JIRA tickets.
• Technical Troubleshooting: Identify, document, and resolve technical issues across various applications and systems.
• Documentation Expertise: Maintain and create thorough documentation to support IT processes.
• Platform Management: Learn and implement new IT support and management tools.
• Process Development: Assist IT Leadership in refining and establishing operational processes.
• Compliance & Security: Ensure all systems adhere to security policies and protocols.
• Communication: Maintain timely and clear communication with all stakeholders.
• Office IT Management: Keep IT assets and accessories within the office organized and in good condition.
• Onsite Presence: Provide onsite support five days a week.

What You Bring to the Role:

• Leadership Experience: Proven experience leading a Helpdesk team and mentoring junior staff.
• Technical Proficiency: Expertise in EDR/XDR platforms (e.g., Crowdstrike), Cloud Identity Management, SSO, SAML 2.0, MFA, and MDM automation (e.g., GoogleMDM, Kandji, JAMF).
• Operational Experience: Experience in managing helpdesk reports, serving as a Tier 3 escalation point, and working with a NOC/SOC.
• Enterprise Background: Previous experience in a large enterprise setting with a diverse end-user base.
• Cross-Platform Support: Ability to support macOS, Linux, and Windows systems using command-line tools.
• Asset Management: Demonstrated success in managing IT assets and inventory.
• SaaS Expertise: Skilled in managing, deploying, and maintaining SaaS platforms.
• Communication Skills: Excellent written and verbal communication abilities.
• Initiative: A self-starter who knows when to seek guidance and excels in team environments.
• Background Check: Must be able to pass a background check.

If you are passionate about IT support and looking to thrive in a dynamic environment, we encourage you to apply.

Please note:

We have a number of similar positions currently, and in the future, which we would like to discuss with you should you indicate your interest in this role. When we receive your application for this role, we will contact you to advise you of our process for other similar positions.

Stelfox is fully compliant with GDPR regulations and you can read more in our privacy policy here: https://www.stelfox.com/privacy-policy-gdpr/

Your shared data will not be disclosed or transferred to a third party data controller or data processor located outside the EEA unless we have obtained your express consent.

We look forward to working with you.