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windows macos servicenow itsm av📋 Description
- Lead day-to-day East Coast IT support (L1-L3) and escalation.
- Manage 8-12 IT Support Technicians; set coverage and KPIs.
- Standardize multi-channel support with clear escalations.
- Own Windows/macOS endpoint ops; provisioning and asset management.
- Plan and execute AV deployments with Facilities and vendors.
- Drive ITSM-driven improvements; reduce time-to-triage/resolution.
🎯 Requirements
- 7+ years IT support/IT ops; 3+ years leading teams; multi-site preferred.
- Proven end-user support leadership with clear processes and outcomes.
- Experience building metrics (KPIs, SLAs) with continuous improvement.
- Strong Windows/macOS endpoint experience; peripherals.
- Experience delivering workplace tech projects; AV deployments and vendor mgmt.
- ITSM practice including incident, request, problem, knowledge; ServiceNow preferred.
🎁 Benefits
- Competitive salary and 401(k) with employer match
- Discretionary paid time off
- Paid parental leave for all
- Medical, dental, and vision plans
- Fitness programs
- Emotional and mental wellness support
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