Job Description:
• Lead day-to-day IT helpdesk operations and supervise support team performance
• Manage and prioritize ticket queues to ensure timely resolution and SLA adherence
• Serve as the escalation point for complex technical issues (Tier 2/3 support)
• Coach, mentor, and develop helpdesk team members
• Support hiring, onboarding, and training of new IT staff
• Provide IT support for a fully remote workforce, including onboarding and offboarding
• Troubleshoot issues across devices, networks, and SaaS applications
• Administer and support core systems, including Google Workspace and other SaaS tools
• Manage endpoint environments across Windows and macOS, including MDM platforms
• Improve helpdesk workflows, automation, and overall operational efficiency
• Maintain clear documentation and contribute to a scalable knowledge base
• Deliver a high-quality support experience through clear communication and user-focused service
Requirements:
• 3–5+ years of IT support or helpdesk experience
• 1–3+ years of team leadership or supervisory experience
• Experience supporting remote or hybrid work environments
• Strong experience with Google Workspace administration
• Proficiency supporting Windows and macOS environments
• Experience with ticketing systems (e.g., Jira, ServiceNow, Freshservice)
• Experience with Rippling
• Relevant certifications (CompTIA, Google Workspace, ITIL, etc.)
Benefits:
• Competitive salary and meaningful equity ownership
• Health Insurance 100% employer-paid option available (US only)
• Additional benefits available include 401k plan, dental, vision & other options (US only)
• Remote work, flexible hours
• Unlimited time off policy
• Ownership, autonomy, purpose