IT Support Lead
Hybrid · New York City, New York, United States
Job Summary
IT Support Lead providing 1st-3rd line IT support for regional US employees, serving as the 1st point of contact for high-priority incidents and requests from executives and senior stakeholders. Responsibilities include incident management, ticket ownership via ServiceNow, mobile device support (Apple/Android), Advanced troubleshooting, collaboration with escalation teams, on-site AV and conference room support, printer support, Active Directory administration, Microsoft product support (Windows 11, O365), basic MAC OS X support, remote support tooling, and participation in desk moves and home/office support. Requires liaising with executives and PA's, ensuring in-office coverage 7am-7pm, potential for weekend/out-of-hours support, and occasional travel to other US offices to support senior leadership during critical events. Emphasizes customer service, clear communication with senior management, and ability to work independently and in a team within a hybrid work model. Compliance responsibilities include FCA requirements and data protection; qualifications include ITIL Foundation V4 and relevant IT certifications. Offers flexible/hybrid working arrangements where applicable.
Required Qualifications
- Relevant professional IT qualifications
- ITIL Foundation V4
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