IT Support Team Lead
panthalassaPortland, Oregon
Full Time
Posted March 19, 2026
$95k - $145k
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Job Description
The role involves managing and hands-on support of the company's IT systems, leading a support team, optimizing help desk processes, and resolving complex technical issues across various platforms in a fast-paced, mission-driven renewable energy company.
Key Responsibilities
- Manage and develop the IT support team, including hiring, onboarding, coaching, and performance management
- Oversee the day-to-day operations of the IT support ticket queue, including triage, prioritization, and resolution
- Define, monitor, and report on SLA targets and support performance metrics
- Establish escalation procedures, on-call coverage, and workload distribution for support issues
- Troubleshoot and resolve complex technical issues across various devices and platforms (Windows, macOS, Linux, mobile, peripherals)
- Support identity and access management across SaaS platforms such as Microsoft Entra ID, Google Workspace, and Slack
- Maintain and improve internal documentation, knowledge base, and support tooling
- Collaborate with IT engineers on infrastructure and compliance initiatives
- Ensure effective management of support channels including Slack, Jira, and walk-up requests
- Evaluate and recommend improvements to support workflows and tools to enhance efficiency
Requirements
- Ability to directly manage and develop an IT Support Specialist, providing regular 1:1s, coaching, and clear performance expectations.
- Ability to model strong technical and customer service standards, setting the bar for how the IT support team interacts with employees.
- Experience in building and running help desk operations, including SLA management, queue ownership, and process design.
- Strong technical skills across Windows, macOS, and Linux endpoints, as well as identity platforms such as Entra ID and Google Workspace, and common SaaS tools.
- Experience managing the day-to-day health of an IT support ticket queue in Jira Service Management, including triage, prioritization, and resolution quality.
- Ability to define and maintain SLA targets across ticket categories, track and report on performance, trends, and recurring issues.
- Experience establishing escalation paths, on-call coverage, and workload distribution across an IT support team.
- Ability to identify patterns in ticket volume and use them to drive proactive improvements such as documentation, self-service, or infrastructure fixes.
- Experience managing intake channels such as Slack, Jira, and walk-up support, ensuring response times are consistent.
- Hands-on technical support experience troubleshooting complex or unresolved issues across laptops and devices including Windows, macOS, Linux, mobile devices, AV systems, printers, and peripherals.
- Experience troubleshooting identity and access issues across platforms such as Microsoft Entra ID, Google Workspace, Slack, Atlassian, and other SaaS tools.
- Familiarity with Mobile Device Management (MDM) environments such as Intune and JumpCloud for device troubleshooting and policy management.
- Ability to build and maintain a high-quality internal knowledge base in Confluence that is clear, current, and actively used by the support team.
- Ability to define and enforce ticketing hygiene standards including categorization, time logging, resolution notes, and closure quality.
- Experience evaluating and recommending improvements to IT support tooling and workflows as organizational needs evolve.
- Experience in IT support with expertise as a lead or people manager, including hiring and growing an IT support team.
- Strong technical skills across Windows and macOS endpoints, identity platforms such as Entra ID, Google Workspace, and SaaS tools.
- Excellent written communication skills, especially in creating and maintaining knowledgebase documentation.
- Effective collaboration skills, earning credibility through technical capability and helpfulness.
- Ability to thrive in a startup environment where processes are still being built and priorities shift.
- Willingness to perform hands-on technical tasks such as setting up workstations, resolving support issues, or running cables.
- Comfort working on-site in Portland, Oregon, as this is a full-time, on-site role.
Benefits & Perks
Cash compensation of 95,000 - 145,000 USD
Equity in the company
Flexible paid time off
Health insurance (100% paid for full-time employees, partners, and dependents)
Dental insurance (100% paid for full-time employees, partners, and dependents)
Vision insurance (100% paid for full-time employees, partners, and dependents)
Disability insurance (100% paid for long-term financial support if disabled)
Ability to contribute to tax-advantaged accounts including 401(k), health FSA, and dependent care FSA
Relocation assistance to Portland, Oregon
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