IT Support Tech Lead

Job Description

We are seeking a highly motivated and experienced Helpdesk Support Lead to manage and optimize our technical support operations. The ideal candidate will be a hands-on leader, capable of resolving complex technical issues while driving process improvements and enhancing ticketing efficiency. You will play a crucial role in ensuring a seamless support experience for our users, managing ticket flow, implementing automation, and contributing to broader IT projects.

Duties and Responsibilities

• Support Management
  • Oversee the day-to-day operations of the help desk, ensuring timely and effective resolution of user support requests.
  • Act as a point of escalation for complex technical issues, providing expert troubleshooting and solutions.
  • Maintain a strong understanding of our IT infrastructure and applications to provide accurate and efficient support.
  • Triage, manage, and resolve all incoming IT support tickets across systems and platforms, ensuring timely escalation to appropriate teams or vendors when necessary.
  • Provide end-to-end support for all audiovisual (AV) systems, including setup, maintenance, troubleshooting, and coordination with external providers as needed.
• Ticket Management and Analysis
  • Conduct monthly reviews of ticket data to identify trends, bottlenecks, and areas for improvement.
  • Develop and implement strategies to reduce ticket volume and improve first-call resolution rates.
  • Monitor and report on key performance indicators (KPIs) related to help desk performance, ensuring service level agreements (SLAs) are met.
  • Provide regular reports on ticket metrics to management.
• Process Improvement and Automation
  • Collaborate with the team to refine and optimize ticketing processes for increased efficiency and user satisfaction.
  • Identify opportunities for automation and implement solutions using tools like PowerShell scripting.
  • Develop and promote self-service resources and knowledge base articles to empower users.
• Onboarding and Offboarding
  • Ensure the timely and accurate completion of user onboarding and offboarding procedures.
  • Maintain accurate documentation of user accounts and access permissions.
• Project Support
  • Assist with IT projects as needed, contributing technical expertise and support.

The ideal candidate will have:

• 3+ years of experience in a help desk or technical support role, with demonstrated leadership experience.
• Strong technical troubleshooting skills across a variety of hardware and software environments.
• Proficiency in using ticketing systems and remote support tools.
• Experience with automation and scripting, particularly PowerShell and Python.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving skills.
• Ability to work independently and as part of a team.
• Understanding of ITIL framework is a plus.
• Experience in creating and maintaining documentation.

Benefits / Perks

• Full Medical, Vision, and Dental coverage
• Wellness credit
• Flexible vacation policy
• 11 paid company holidays
• 401k plan

In the Seattle office

• Casual dress code
• Commuter benefits
• Standing desk options
• Regular company-sponsored happy hours
• Hybrid in-office/work from home schedule

Additional Details

• This position is based out of our office in the Belltown neighborhood of Seattle, WA (hybrid 4-days in office work schedule).
• The estimated compensation for this position is $80,000-90,000 per year, based on experience and qualifications. In addition, this position is eligible for an annual bonus and an equity grant.
• Must be legally authorized to work in the U.S. without a current or future need for visa sponsorship.