IT Support Lead & Licensing Administrator

Indigo Beam • Houston, TX

20h • Remote

About The Position

We are seeking a hands-on IT Support Lead to manage day-to-day helpdesk operations while owning user access and licensing administration. This role will provide Tier 1–2 support, improve support processes/documentation, and ensure accurate provisioning, deprovisioning, and license management across core systems.

Requirements

• Solid experience with IT helpdesk / desktop support (Tier 1–2).
• Hands-on experience owning a ticket queue in Jira Service Management (or comparable platform), including triage and escalation workflows.
• Experience with user lifecycle management (provisioning/deprovisioning) and licensing administration.
• Familiarity with ticketing systems and support workflows (intake, triage, escalation).
• Strong troubleshooting skills (Windows/macOS, common productivity tools).
• Excellent communication and ability to work independently in a remote environment.

Nice To Haves

• Experience leading a helpdesk queue or acting as a team lead (SLA/backlog/process improvements).
• Microsoft 365 Admin / Entra ID (Azure AD), MFA/SSO concepts.
• Intune/Jamf or endpoint management tools.
• Basic PowerShell for reporting/licensing audits.

Responsibilities

• Provide Tier 1–2 support via ticketing/email/chat/phone (access, hardware/software, connectivity).
• Own the Jira Service Management (JSM) queue end-to-end: intake, triage, prioritization, assignment, escalations, customer communication, and closure.
• Coordinate escalations with the Infrastructure team: serve as the primary point of contact, ensure clear handoffs, track progress, and perform resolution follow-ups through completion.
• Own daily helpdesk operations: triage, prioritization, escalations, and status updates.
• Manage onboarding/offboarding: account provisioning, role-based access, and access validation.
• Administer user licensing (e.g., Microsoft 365/Entra ID or equivalent): assignment, reclamation, audits, and reporting.
• Maintain and improve documentation and knowledge base; standardize recurring workflows.
• Identify trends/root causes and propose improvements to reduce ticket volume.
• Perform light admin/coordination tasks (asset tracking, basic records) as needed.

What This Job Offers

• Career Level: Mid Level
• Education Level: No Education Listed