IT Service Lead

Lyft•Nashville, TN

1d•Hybrid

About The Position

At Lyft, our purpose is to serve and connect. We aim to achieve this by cultivating a work environment where all team members belong and have the opportunity to thrive. Lyft is searching for an experienced IT Support Lead for our Nashville autonomous vehicle depot. This is a Tier 2 IT Support Lead role with a primary focus on IT operations, network infrastructure, and hands-on end user support for the site. You will be the on-the-ground technical authority; keeping the depot’s network, systems, and devices running reliably day-to-day — while also serving as the senior escalation point for the team and a key contributor to broader IT initiatives. You bring deep, practical expertise in networking and end user support, and you know how to run a tight operation. You are equally comfortable troubleshooting network issues as you are presenting a service report to leadership, mentoring a junior technician or providing hands on white glove support. Like us, you value hard work and fun in equal measure.

Requirements

5+ years of experience in IT support or IT operations roles, with at least 1–2 years in a senior or lead capacity
Hands-on expertise in network infrastructure — configuring and troubleshooting switches, routers, WiFi, firewalls, and VPN in a production environment
Strong end user support skills with a service-first mindset and a track record of high customer satisfaction
Advanced networking knowledge including an understanding of security principles and experience with privileged network functions
In-depth experience with Apple MDM tools (JAMF preferred) and hands-on Windows laptop/desktop administration
Experience using and managing ITIL-based service desk platforms and Confluence for documentation and workflow management
Strong macOS, Windows and Chrome OS hardware and software troubleshooting experience
Proven ability to manage competing priorities in a fast-paced depot or operations environment
Experience mentoring junior IT staff and contributing to team capability
Clear communicator — able to explain technical issues to non-technical stakeholders and summarize operations for leadership
Ability to lift heavy equipment (50+ pounds) as needed

Nice To Haves

Experience with automation or scripting (e.g., Bash, Python, AppleScript) is a plus
Experience managing hardware deployments outside of a standard MDM environment

Responsibilities

Own day-to-day IT operations for the Nashville autonomous vehicle depot, ensuring reliable uptime for all network, systems, and end user technology
Manage and maintain site network infrastructure including switches, routers, WiFi access points, firewalls, and VPN connectivity
Monitor network performance and proactively address issues before they impact depot operations or end users
Ensure physical and logical network security across the site, applying advanced security practices and managing privileged access functions
Coordinate with Lyft’s broader network and infrastructure teams on site-level changes, upgrades, capacity planning and change management
Maintain accurate documentation of network topology, configurations, and site infrastructure
Manage hardware and software inventory for the depot, including lifecycle tracking and procurement of network and end user equipment
Serve as the primary IT support resource on-site, providing hands-on troubleshooting for hardware and software issues across Apple, Windows and Chrome OS environments
Respond to support requests in person and via the IT helpdesk ticketing system, maintaining high customer satisfaction and SLA compliance
Image and deploy laptops and desktops using MDM tools (JAMF, BigFix, AirWatch), ensuring devices are configured to standard
Support end users with AV systems, Google Meet rooms, projectors, and conferencing equipment; assist with setup for internal meetings and events
Administer Okta, Google Workspace, and SaaS platforms; manage user provisioning, access controls, and software deployment
Conduct onboarding, consultation, and training sessions to familiarize new users with site technology and equipment
Serve as the “last stop” escalation point on-site before issues are escalated to the next tier of support
Lead on-site incident response for critical issues, communicating clearly and promptly with stakeholders to minimize downtime and protect business continuity
Apply ITSM best practices across Incident, Problem, and Change management using ITIL-aligned workflows and service desk tooling
Track and analyze helpdesk metrics to identify recurring issues, surface trends, and drive process improvements
Develop and maintain runbooks and knowledge base documentation to improve team efficiency and consistency
Mentor junior IT support team members through regular feedback exchanges, while also actively receiving and applying feedback to drive continuous improvement
Partner with depot operations leaders and engineering stakeholders to understand IT needs and proactively address gaps
Collaborate with Lyft’s distributed IT organization on cross-site projects, tooling standards, and process improvements
Contribute to IT roadmap planning for the Nashville depot, aligning local priorities with broader business objectives
Drive automation opportunities using scripting tools to reduce manual effort and improve operational consistency

Benefits

Great medical, dental, and vision insurance options with additional programs available when enrolled
Mental health benefits
Family building benefits
Child care and pet benefits
401(k) plan with company match to help save for your future
In addition to 12 observed holidays, salaried team members have discretionary paid time off, hourly team members have 15 days paid time off
18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible
Subsidized commuter benefits
Monthly Lyft credits and complimentary Lyft Pink membership

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