Team Lead, Internal Support
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Job Description
Internal Support Team Lead managing distributed engineers and Microsoft cloud operations at Nerdio. Improving Zendesk service delivery, identity security, endpoint management, and support processes.
Responsibilities:
- Directly manage Internal Support Engineers, including workload distribution, coverage planning, and shift/timezone coordination
- Conduct 1:1s, performance reviews, and career development planning
- Coach engineers on 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
- Own SLAs and the health of the Zendesk ticket queue; monitor volume, aging, and escalation trends
- Escalate complex or sensitive issues that engineers cannot resolve independently
- Review ticket quality and documentation; maintain the internal knowledge base
- Report response time, resolution time, CSAT, and employee satisfaction metrics to IT leadership
- Maintain hands-on technical oversight across Entra ID, Active Directory, Entra Connect Sync, Intune, and Microsoft 365
- Review and approve Conditional Access, MFA, and other identity/security control changes
- Provide technical escalation support for AVD and Nerdio Manager for MSP issues
- Partner with senior IT/infrastructure staff on endpoint, identity, and cloud infrastructure projects
- 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 for internal IT support
- Represent Internal Support in cross-functional IT projects
Requirements:
- 7+ years of experience in IT support, systems administration, or a related technical role, including leading, mentoring, or managing a support team
- Deep hands-on experience with Microsoft Entra ID, including user/group management, Conditional Access, MFA, and hybrid identity
- Strong working knowledge of on-premises Active Directory and Entra Connect Sync or equivalent AD sync tooling
- Experience administering Microsoft Intune, including device enrollment, compliance policies, configuration profiles, and app management
- Experience administering Microsoft 365 workloads: Exchange Online, Teams, SharePoint, and OneDrive
- Ability to manage ticket queues and SLAs and improve service-desk performance
- Strong understanding of DNS, DHCP, VPN, and TCP/IP networking fundamentals
- Excellent communication skills and ability to translate technical issues for non-technical stakeholders
- Experience coaching others
- Comfortable managing a distributed team across time zones with minimal oversight in a remote-first environment
- Preferred: Nerdio Manager for MSP or Azure Virtual Desktop experience
- Preferred: Zendesk or similar ITSM/ticketing platform experience, including reporting and workflow configuration
- Preferred: Microsoft certifications such as AZ-900, MD-102, AZ-104, or AZ-140
- Preferred: experience building or scaling an internal IT support function
- Preferred: PowerShell or Python scripting for automation and administrative tasks
- Preferred: exposure to Azure fundamentals and cloud infrastructure concepts
Benefits:
- Competitive compensation commensurate with experience and local market
- Benefits package in line with local employment law requirements
- Stock Options
- Health and Welfare Plans
- Life and Disability Plans
- Retirement Plan
- Unlimited Flexible Paid Time Off, including your birthday off
- Collaborative Team Culture
- Remote-first flexibility with a supportive, global team culture
- A leadership seat on a collaborative, technically strong Internal IT team
- Exposure to a modern, cloud-first Microsoft stack
- Opportunity to shape team structure and process as the function scales
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