Lead IT Support Technician

The role sits at the intersection of desktop support, light systems administration, and IT vendor oversight
. The successful candidate will serve as a primary escalation point for internal users while ensuring consistent, high-quality IT service delivery.

• Provide hands-on technical support for laptops, mobile devices, printers, conferencing tools, and office networks
• Act as an escalation point for complex end-user issues
• Coordinate with external vendors and managed service providers
• Support Microsoft 365, cloud-based tools, and common SaaS platforms
• Maintain documentation, ticketing, and asset inventory
• Ensure security best practices are followed
• Proactively identify improvements to IT support and operations

• 5+ years of hands-on IT support or IT operations experience
• Experience supporting corporate end users (non-engineering environment)
• Strong working knowledge of Microsoft 365 and cloud-based tools
• Prior experience working with or overseeing MSPs or IT vendors
• Comfortable handling both technical and user-facing responsibilities
• Strong communication and documentation skills
• Fluent in English and Spanish
• Ability to work onsite in NYC and travel occasionally