IT Operations Team Lead

📋 Description

• Hands-on support for macOS, software, SaaS, and access issues with the team.
• Own IT Operations queue and SLA targets; triage tickets and metrics.
• Define and improve support processes, runbooks, and knowledge base.
• Mentor support staff; elevate the team's skills without managing them.
• Own onboarding/offboarding workflows; provisioning/deprovisioning per security.
• HIPAA/SOC 2 compliance awareness in support practices.

🎯 Requirements

• 4–6 years IT support or sysadmin; 1–2 years in senior/lead role.
• MacOS, Google Workspace, Okta, Slack; JAMF; DNS/DHCP/VPN/Wi‑Fi.
• ITSM experience: ticket lifecycles, SLAs, knowledge base.
• SSO, MFA, provisioning/deprovisioning expertise.
• Identify gaps, document solutions, drive process adoption.
• Healthcare data handling familiarity.

🎁 Benefits

• Generous time off: 14 holidays and flexible PTO.
• Comprehensive health plans: medical, dental, vision.
• Generous HSA contributions for high-deductible plans.
• Paid parental leave for full-time employees.
• 401(k) with employer matching.
• Personal device allowance.