Lead IT Support Specialist

We are seeking an experienced and dynamic individual to join our team as a Lead IT Support Specialist. The successful candidate will have a strong background in IT support, excellent people skills, outstanding leadership skills and a commitment to delivering high-quality service. This role is responsible for leading the team of IT support specialists and acting as an individual contributor and providing day-to-day IT support for foundation team members. Reporting to the Senior Manager, IT Operations, you will be helping to supervise a team of four IT Support Specialists, ensuring efficient ticket distribution, running queue review meetings and maintaining team metrics. Additionally, you will provide second-tier support for SaaS applications and oversee the timely execution of new hires, separations and desk moves.

ESSENTIAL FUNCTIONS/RESPONSIBILITIES

Day-to-day IT support

• Respond to helpdesk tickets and fulfill technology support requests from foundation staff.
• Configure and deploy Macs and troubleshoot hardware (primarily Apple).
• Manage cloud accounts and software licenses.
• Test and deploy software.
• Carry out networking requests.

Assist with distributing team workload

• Allocate incoming support tickets to team members based on workload and expertise.
• Ensure equitable distribution to maintain team efficiency and productivity.

Run queue review meeting

• Conduct regular meetings to review the ticket queue, prioritize tasks and address any bottlenecks or escalations.
• Collaborate with team members to identify solutions and improve workflow processes.

Team metrics

• Monitor and analyze key performance metrics related to ticket resolution times, customer satisfaction and team productivity.
• Implement strategies to meet or exceed performance targets and service level agreements (SLAs).

Provide tier-2 support

• Provide tier-2 support and act as a technical escalation point for the support team.
• Investigate and resolve issues efficiently to minimize downtime and impact on business operations.

Ensure high-quality and timely execution of work

• Coordinate the team to ensure seamless onboarding of new hires, including provisioning of IT resources and setup of workstations.
• Oversee the offboarding process for departing employees, ensuring data security and timely retrieval of IT assets.
• Manage transitions and desk moves for existing employees to accommodate organizational changes or space requirements.

Other

• Mentor and train IT Support Specialists.
• Lead by example to motivate and inspire other team members to deliver their objectives successfully and effectively influence key stakeholders to facilitate the work of the team.
• Serve as backup to the Senior Manager, IT Operations as needed.
• Perform any other duties or tasks as assigned or required.

MINIMUM QUALIFICATIONS

Education and Training

• Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent experience.
• Apple Certified Macintosh Technician (ACMT) certification or willingness to obtain certification.

Experience

• 4 years of experience with Mac troubleshooting and support.
• Experience with macOS Mobile Device Management (MDM) solutions such as Jamf.
• Strong proficiency in administering and supporting SaaS applications such as Google Workspace, Dropbox and 1Password.
• Strong proficiency with Microsoft Entra or other identity management/Single Sign-On (SSO) platforms.
• Experience mentoring team members and/or managing and delegating daily team workload.

Related Skills & Other Requirements

• Proficiency with the command line interface
• Expert ability to troubleshoot iOS devices
• Detail-oriented and responsive to requests
• Patient, friendly and adept at finding reasonable solutions
• Excellent interpersonal, verbal and written communication skills
• Exceptional customer service skills

Physical Requirements

• Moving equipment weighing up to 40 pounds
• Positioning self to install and fix equipment, including under desks or on top of networking racks
• Moving throughout several office buildings to provide IT support and set up workspaces

COMPENSATION AND BENEFITS

• The full-time annual compensation range for this position is $90,000 to 115,000, depending on experience.
• In addition to competitive salaries, the Simons Foundation provides employees with an outstanding benefits package.

THE SIMONS FOUNDATION'S DIVERSITY COMMITMENT

Many of the greatest ideas and discoveries come from a diverse mix of minds, backgrounds, and experiences, and we are committed to cultivating an inclusive work environment. The Simons Foundation actively seeks a diverse applicant pool and encourages candidates of all backgrounds to apply. We provide equal opportunities to all employees and applicants for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, genetic disposition, neurodiversity, disability, veteran status, or any other protected category under federal, state and local law.