LocationThis position will be based in Charlotte, NC.
ReportingThis position will report to the Manager, Core Systems.
Summary of Role The Team Lead, Support Technician is responsible for overseeing day-to-day IT support operations while actively mentoring and managing a team of Support Technicians. This role combines hands-on technical expertise with leadership, stakeholder engagement, and continuous improvement.
In addition, this role will act as a champion for AI-driven and agentic support, identifying and implementing opportunities to scale IT support through automation, intelligent workflows, and AI-powered agents. You will play a key role in evolving the support model to efficiently serve a growing user base (~700 employees and contractors) while maintaining a high-quality end-user experience.
Strategic & TacticalTeam Leadership & Operations:
- Lead, mentor, and support a team of Support Technicians, providing guidance, training, and performance feedback
- Oversee daily ticket queue operations, ensuring SLA adherence and high-quality service delivery
- Assign, prioritize, and escalate tickets as needed while maintaining visibility across team workload
- Establish and enforce support standards, workflows, and best practices
- Act as the primary escalation point for complex technical and operational issues
Technical Support & Systems Administration:
- Provide advanced (Level 2/3) support for Palmetto Core Systems, including but not limited to:
Google Workspace, OneLogin, Office 365, Slack, Atlassian (Jira/Confluence), Tray.io, Intercom, Bitdefender, Rippling, Figma, Zoom, and 1Password - Oversee account lifecycle management (provisioning, access control, onboarding/offboarding)
- Troubleshoot hardware and software issues across Windows and Mac environments
- Manage device deployment, inventory, and lifecycle processes for in-office and remote employees
AI & Agentic Support Enablement:
- Champion the adoption of AI-powered and agentic support solutions to scale IT operations and improve response times
- Identify, design, and implement opportunities for automation across support workflows (ticket triage, access requests, onboarding, knowledge retrieval)
- Partner with internal teams to deploy AI agents and self-service capabilities within tools like Slack, Jira Service Management, and knowledge bases
- Continuously evaluate emerging AI tools and recommend solutions that enhance support efficiency and user experience
- Drive reduction in manual ticket volume through intelligent automation and proactive support strategies
- Establish metrics to measure the effectiveness of AI/agentic support (deflection rate, resolution time, user satisfaction)
Stakeholder Engagement & Cross-Functional Support:
- Serve as the primary IT point of contact for stakeholders across departments
- Be the primary point of contact and escalation for the Charlotte office for all things IT related
- Manage vendor relationships for in office services, such as Spectrum
- Partner with HR, People Ops, and Facilities on onboarding, offboarding, office support, and equipment lifecycle initiatives
- Collaborate with business teams to understand system, tooling, and workflow challenges and drive scalable solutions
- Translate technical issues into clear, actionable communication for non-technical stakeholders
Process Improvement & Project Delivery:
- Lead and contribute to IT projects, including system implementations, automations, and process improvements
- Drive continuous improvement of support workflows, ticket handling, and end-user experience
- Identify opportunities for automation across MDM, SSO/SAML, and onboarding processes
- Manage team projects and initiatives through Jira Service Management
Documentation & Knowledge Management:
- Own and maintain IT documentation, policies, and knowledge base (Confluence)
- Standardize support procedures and ensure documentation is current and accessible
- Promote knowledge sharing within the team and across the organization
- Ensure documentation is structured to support AI-driven knowledge retrieval and self-service
Qualifications- 4-7+ years of IT support or systems administration experience
- Prior experience leading or mentoring a support team strongly preferred
- Experience implementing or working with automation, scripting, or AI-driven support tools is highly preferred
- Strong experience with SaaS administration, MDM, SSO/SAML, and endpoint security tools
- Experience working with ticketing systems (Jira Service Management preferred)
- Proven ability to manage projects and improve operational processes
- Industry certifications (e.g., Google Workspace, Microsoft, ITIL) are a plus
- Bachelor's degree or equivalent experience in a relevant field preferred
Employment is contingent upon the successful completion of a background check.
