we are seeking a globally distributed helpdesk team. This role requires strong leadership, a service-first mindset, and operational excellence in a fast-paced environment.
Key Responsibilities
Lead, mentor, and develop IT support engineers across multiple time zones
Serve as the primary escalation point for Tier-2 issues and complex employee cases
Define, track, and act on IT support KPIs to drive continuous improvement
Oversee global desktop, endpoint, and application support (Windows & macOS)
Manage IT procurement, vendor relationships, contracts, and SLAs via NetSuite
Partner with HR, Finance, and Security on onboarding/offboarding and access management
Ensure effective use of core tools: Jira, Okta/Azure AD, Kandji/Intune, Google Workspace, M365
Requirements: Required Qualifications
5+ years in IT support, including Tier-2 or equivalent roles
Proven people management experience, ideally across global teams
Strong interpersonal, communication, and problem-solving skills
Hands-on experience with Windows, macOS, SaaS, endpoint, and identity platforms
Experience with IT procurement, vendor management, and presenting metrics to stakeholders
This position is open to all candidates.