IT Operations Lead

Wantable • Milwaukee, WI

9h • Onsite

About The Position

This role requires someone who can independently drive execution and ensure IT operations run smoothly at all times.
This is a multi-functional role that combines hands-on helpdesk support with network and systems responsibility. You should be equally comfortable resolving day-to-day user issues and stepping into infrastructure or network troubleshooting when needed.
You will also coordinate with all IT team members to ensure consistent coverage and follow-through.
This role requires strong, hands-on expertise with Mac/Apple environments and Google Workspace, as these are core to how our business operates. If something breaks, slows down, or gets stuck, you own getting it fixed.

Requirements

• 3-5+ years of professional IT support or systems administration experience
• Strong troubleshooting and analytical skills
• Experience supporting Mac OS and/or Windows environments
• Familiarity with Google Workspace (Gmail, Drive, Admin Console)
• Basic understanding of networking (TCP/IP, VLANs, VPNs)
• Experience with helpdesk or Zendesk ticketing systems
• Excellent communication and customer service skills
• Highly organized with the ability to prioritize and multitask
• Self-motivated with a proactive, problem-solving mindset
• Comfortable using modern AI tools (e.g., ChatGPT, Claude, OpenAI) and assisting in the setup and support of AI-driven systems or devices (e.g., OpenCLAW)
• Must have a valid driver’s license and reliable transportation for onsite support and multi-location needs
• This role includes regular hands-on, onsite work and may require moving between locations as needed
• After-hours support or availability is expected, as this role is the first responder for emergency IT situations (e.g., outages, office changes, or new build-outs); will escalate to IT Infrastructure & Facilities Manager as second level escalation, when needed
• Ability to lift and move equipment (up to 40lbs ) and perform physical IT tasks (e.g., cabling, device setup, equipment installs)

Nice To Haves

• Experience with MDM tools (Iru (Kandji), Action1)
• Experience with Endpoint security (SentinelOne)
• Experience with Network infrastructure (Ubiquiti, Cisco) or site surveys (Hamina)
• Experience with Cloud VOIP systems (RingCentral)
• Experience with Surveillance, Access control systems (Verkada)
• Exposure to virtualization, backup solutions
• Associate’s or Bachelor’s degree in IT, Computer Science, or related field
• Relevant certifications are a plus

Responsibilities

• Own the performance and outcomes of the helpdesk function from end to end
• Ensure tickets are prioritized, resolved quickly, and never sit idle
• Act as the escalation point for complex or unresolved issues and see them through to completion
• Provide hands-on support across Mac and Windows environments for hardware, software, and network issues
• Support onsite and remote employees with a high level of responsiveness and accountability
• Use AI tools to automate repetitive support tasks, improve troubleshooting speed, and enhance documentation
• Serve as the primary onsite technical operator for hands-on IT work
• Handle device setup, troubleshooting, cabling, and physical network support
• Support switches, firewalls, VLANs, VPNs, and wireless networks
• Maintain MDF/IDF environments and ensure physical infrastructure is organized and reliable
• Proactively identify issues before they become problems
• Manage user accounts, permissions, and security across Google Workspace and other platforms
• Support application setup, configuration, and troubleshooting
• Assist with onboarding and offboarding to ensure a clean, secure, and consistent experience
• Maintain accurate documentation and system records
• Manage lifecycle of laptops, mobile devices, and accessories
• Own provisioning, deployment, and decommissioning of devices
• Manage MDM tools (ABM, Kandji, etc.) to ensure consistency and control
• Maintain accurate inventory and lifecycle tracking for all IT equipment
• Support Google Workspace (Gmail, Drive, Meet) and Microsoft 365 tools
• Administer VOIP systems (e.g., RingCentral) including user setup and troubleshooting
• Support conferencing platforms such as Zoom and Google Meet
• Act as the first responder for onsite IT and basic facilities-related issues
• Coordinate with vendors, building management, and service providers to ensure timely resolution
• Work closely with all IT team members to ensure seamless coverage and follow-through
• Operate as a high-accountability, hands-on #2 in a lean IT function
• Help ensure IT operations run smoothly at all times, including stepping in to lead day-to-day execution when needed
• Drive consistency in how support is delivered across the team
• Take initiative, identify gaps, and fix problems without waiting to be told
• Other duties as assigned. Duties, responsibilities and activities may change at any time with or without notice.

Benefits

• We offer flexible schedules, paid parental leave (mothers AND fathers), and a private room for nursing mothers.
• Even more exciting: paid vacation and seven paid holidays per year, plus a 50% discount on all merchandise. You’ll be eligible for the discount on your first day.
• Important, but maybe less thrilling: we have ample parking, we offer medical (traditional and high deductible), dental, and vision insurance, as well as a 401K (both pre-tax and Roth options).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 11-50 employees