# Team Lead, Internal Support

**Company:** [Nerdio](https://hotfix.jobs/companies/nerdio)
**Location:** Remote
**Role:** IT Support
**Experience:** 7+ years
**Skills:** microsoft entra id, active directory, entra connect sync, microsoft intune, microsoft 365, exchange online, microsoft teams, sharepoint, onedrive, Zendesk, azure virtual desktop, nerdio manager for msp, PowerShell, Python, TCP/IP
**Posted:** 2026-08-11

> 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.

## Job Description

## 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.

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**Apply:** https://hotfix.jobs/jobs/33dc27a0-44e8-48d7-ab1b-98c7086e22c4
**Canonical:** https://hotfix.jobs/jobs/33dc27a0-44e8-48d7-ab1b-98c7086e22c4