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IT Lead - Support

IT Lead - Support
CA, San Francisco

Job Description

The role of the IT Team Lead is to coordinate the daily IT operations within a local office. Through working closely with a team of IT Specialists and Senior IT Specialists, perform RtB (Run the Business) activities, oversee local IT projects, provide solutions and act as a local Business Relationship Manager. This includes, but is not limited to, user support, computer setup, maintenance and service, telecommunications, assisting with network and infrastructure maintenance, and all other technology needs both in the office and at remote sites.

Additional responsibilities include day to day workload coordination for a team of three technicians, external vendor management, end-user training, documentation, project management, and basic supervisory duties.

Coordinate local IT team, processes and guidelines

  • Support the West Coast IT Manager to establish the vision and the strategy of the IT Service organization for West Coast Offices.
  • Implement new operational processes aligned with global standards and maintain the existing operations with an eye to improve as needed
  • Ensure processes are clearly defined, documented, well understood and stored in a single location. Communicate, train and provide oversight to ensure processes are correctly implemented by the team
  • Coordinate, maintain and monitor the daily IT ticket queues ensuring all appropriate team activities are tracked in the system
  • Maintain local IT knowledge documents and provide feedback on global documents to ensure efficient troubleshooting
  • Manage local vendor relationships and participate in new vendor RFP processes
  • Coordinate office maintenance and repairs with vendors as needed including: printers, computing equipment, audio-video, etc.
  • Oversee hardware and software asset tracking and inventory management for the office

Lead the team

  • Coordinate and prioritize daily team workload and first level escalations
  • Maintain a strong team environment through developing and training individual team members
  • Share team member development feedback with the West Coast IT Manager as input into individual performance reviews
  • Work with local and regional IT management to create and achieve annual goals and objectives
  • Maintain high level of flexibility and commitment to achieve personal goals and objectives agreed with the West Coast IT Manager

  • Provide support to end users
  • Coordinate all daily support requests assigned to you through various channels (email, phone, ticketing system, live walk-ins)
  • Monitor defined IT Service KPIs and asset discrepancies in established systems for our inventoried equipment (laptop, screen, mobile, Mifi, etc.)
  • Provide a high level of customer service to users both in and out of the office supporting travelling case teams and office based staff in a fast-paced environment.  The support includes, but is not limited to, laptops, desktops, Smartphones, phone and voice mail systems and printing capabilities
  • Provide on-site technical support at special events (e.g., executive speeches, press conferences, offsite meetings, etc.)
  • Assist in preparing and deploying laptops for staff, including configuration and imaging
  • Maintain configurations of all notebook and desktop computer systems according to established requirements
  • Oversee and troubleshoot video conference and telecommunications systems in coordination with regional technical resources

Act as technical expert

  • Evaluate existing systems and recommend technology for upgrade and replacement as required
  • Understand and stay up to date with new technologies evaluating for potential applicability 
  • Support a variety of operating systems and applications
  • Manage local technology in order to increase reliability, security, interoperability, effectiveness of customer work while reducing costs, both in the office and at remote sites

Manage Projects

  • Plan local projects assigned to you by the IT Manager in full alignment with your local stakeholders
  • Complete projects within the agreed timeline, report any constraints, concerns, risks and issues to IT management

Act as key member of Global projects

  • Participate in the implementation and the support of Global projects acting as a change agent and local point of contact, and participate in proofs of concepts or pilot project
  • Bachelors degree in technology or equivalent experience
  • Minimum of 5 years experience in an IT related field
  • Minimum 1 year team leader/supervisory experience in an IT related role
  • Experience in effectively communicating and presenting technical concepts to management, peer group and staff
  • Superior knowledge of commonly used IT concepts, practices, and procedures
  • Experience independently resolving issues related to (but not limited to) Windows, Office Suite, Internet Explorer, and VPN/network connectivity. 
  • Advanced skills in the following areas: PC / laptop hardware, software, telecommunications, mobile devices, networking, and server administration
  • Exhibits excellent customer service demeanor, capable of serving the needs of the diverse user community
  • Strong written and verbal communication skills with the ability to effectively interact with all levels of staff
  • Displays self-starting attitude, resourcefulness and professionalism
  • Able to be an effective mentor, leader, and contributor in a team environment
  • Displays tact, patience and the ability to manage stressful situations
  • Demonstrates competence and character that inspires trust
  • Able to work independently, exercising sound judgment and initiative
  • Demonstrates strong ability to identify, analyse and solve problems
  • Able to respect all information as personal and confidential
  • Focuses on continuous learning to further IT knowledge and career development
  • Meticulous attention to detail including demonstrated ability to meet deadlines
  • Ability to follow established procedures/standards

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