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NerdioNerdioUnited States

Team Lead, Internal Support

Leads a distributed Internal Support team while overseeing ticket queues, SLAs, coaching, escalations, and process improvement. The role requires 7+ years of IT support or systems administration experience and deep expertise across Microsoft identity, endpoint management, and Microsoft 365.

Salary not listed
Remote7+ YOEIT Support

About the role

Responsibilities

Team Leadership & People Management

  • Directly manage Internal Support Engineers, including workload distribution, coverage planning, and shift/timezone coordination across a globally distributed workforce.
  • Conduct 1:1s, performance reviews, and career development planning.
  • Coach engineers on technical troubleshooting, communication, and ticket ownership; identify skill gaps and build growth plans.
  • Own hiring, onboarding, and ramp-up for new Internal Support Engineers.
  • Foster accountability, curiosity, and continuous learning.

Ticketing & Service Delivery Oversight

  • Own SLAs and the health of the Zendesk ticket queue; monitor volume, aging, and escalation trends.
  • Serve as the escalation point for complex or sensitive issues.
  • Review ticket quality and documentation practices and maintain the internal knowledge base.
  • Report response time, resolution time, CSAT, and employee satisfaction metrics to IT leadership.

Technical Oversight

  • Maintain hands-on fluency with Microsoft Entra ID, on-premises Active Directory, Entra Connect Sync, Microsoft Intune, and Microsoft 365 workloads including Exchange Online, Teams, SharePoint, and OneDrive.
  • Review and approve changes to Conditional Access policies, MFA configuration, and other identity and security controls.
  • Provide technical escalation support for Azure Virtual Desktop and Nerdio Manager for MSP issues.
  • Partner with IT and infrastructure staff on endpoint management, identity, and cloud infrastructure projects.

Process & Program Improvement

  • Improve IT support processes, runbooks, and documentation standards.
  • Drive adoption of tools and features such as Zendesk AI and Nerdio Scribe.
  • Identify recurring issues and drive root-cause fixes.
  • Manage procurement workflows and vendor coordination related to internal IT support.
  • Represent Internal Support in infrastructure upgrades, tool rollouts, and policy changes.

Requirements

  • 7+ years of experience in IT support, systems administration, or a related technical role, including experience leading, mentoring, or managing a support team.
  • Hands-on experience with Microsoft Entra ID, including user and group management, Conditional Access, MFA, and hybrid identity.
  • Strong knowledge of on-premises Active Directory and Entra Connect Sync or equivalent directory synchronization tooling.
  • Experience administering Microsoft Intune, including device enrollment, compliance policies, configuration profiles, and application management.
  • Experience administering Microsoft 365 workloads: Exchange Online, Teams, SharePoint, and OneDrive.
  • Experience managing ticket queues and SLAs and improving service-desk performance.
  • Strong understanding of DNS, DHCP, VPN, and TCP/IP networking fundamentals.
  • Excellent communication skills, including translating technical issues for nontechnical stakeholders and coaching others.
  • Ability to manage a distributed team across time zones in a remote-first environment.

Nice-to-Haves

  • Experience with Nerdio Manager for MSP or Azure Virtual Desktop.
  • Experience with Zendesk or similar IT service-management platforms, including reporting and workflow configuration.
  • Microsoft certifications such as AZ-900, MD-102, AZ-104, or AZ-140.
  • Experience building or scaling an internal IT support function.
  • PowerShell or Python scripting for automation and administrative tasks.
  • Exposure to Azure fundamentals and cloud infrastructure concepts.

Compensation & Benefits

  • Competitive compensation commensurate with experience and local market.
  • Competitive base and incentive plan.
  • Stock options.
  • Health and welfare plans.
  • Life and disability plans.
  • Retirement plan.
  • Unlimited flexible paid time off, including a birthday day off.
  • Benefits for international employees vary by country and are provided in accordance with local employment law.

Skills

microsoft entra idactive directoryentra connect syncmicrosoft intunemicrosoft 365exchange onlinemicrosoft teamssharepointonedriveZendeskazure virtual desktopnerdio manager for mspPowerShellPythonTCP/IP

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