Responsibilities - Act as the decision-maker and escalation point for Tier 1 and Tier 2 IT support specialists, resolving complex technical issues with speed and efficiency. - Take ownership of identifying recurring challenges and lead the creation of Standard Operating Procedures (SOPs), technical documentation, and scalable processes to address root causes and improve IT operations. - Assess and evaluate the IT environment to anticipate challenges, identify gaps, and implement solutions that minimize downtime and improve service efficiency. - Lead and execute IT projects related to corporate systems, productivity tools, infrastructure upgrades, monitoring solutions, and A/V enhancements. - Design and implement automated tools and workflows to streamline IT service delivery, reducing manual effort and increasing operational efficiency. - Collaborate with cross-functional teams, stakeholders, and service owners to analyze technical requirements, provide recommendations, and ensure the successful execution of projects. - Act as a technical advisor, aligning IT solutions with organizational priorities while balancing user experience, cost optimization, and system efficiency. - Oversees IT asset management, including procurement decisions, inventory control, and lifecycle management to ensure optimal resource allocation. - Own and perform advanced troubleshooting for Windows, Mac, mobile devices, network services, VPN, and collaboration tools, delivering timely and decisive solutions. - Lead technical event support, managing A/V setups, live streaming technology, and onsite/virtual events to ensure seamless execution. - VIP/White Glove support experience for executive stakeholders. - Manage and utilize system applications relating to endpoint management (VM, MDM). Qualification Minimum Qualifications - 3+ years of hands-on experience in IT support with a proven track record of leadership, decision-making, and ownership in managing complex IT issues. Bachelor's degree in Computer Science, IT Systems, or equivalent experience. - Demonstrated ability to proactively identify problems, recommend solutions, and implement operational improvements. Exceptional problem-solving, analytical, and decision-making skills with the ability to adapt to changing priorities and ambiguous situations. - Experience creating and maintaining SOPs, workflows, and IT standards that enable scalability and consistency in IT operations. - Strong technical expertise in supporting Windows, Mac, iOS, and Android platforms, as well as tools such as MDM, VPN, Cloud Print, Anti-Virus, EDR, and monitoring solutions. - Proven leadership in delivering projects, collaborating with cross-functional teams, and aligning IT initiatives with business objectives. - Strong organizational, communication, and interpersonal skills to influence outcomes and drive results across teams. Occasionally, travel and weekend work is required to support critical projects or operations. - Experience with scripting/automation (e.g., Bash, Python, PowerShell). Preferred Qualifications - Certifications such as CompTIA A+/Network+, MCSA, Apple Certification or equivalent. - Previous experience leading small projects or mentoring junior IT team members. - Experience managing wired/wireless networks, collaboration tools (Chat, Video Conferencing), and A/V systems. Job Information 【For Pay Transparency】Compensation Description (Annually) The base salary range for this position in the selected city is $97200 - $136800 annually. Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units. Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure). The Company reserves the right to modify or change these benefits programs at any time, with or without notice.