IT Support Lead

Kardigan • Chicago, IL

67d • $86,000 - $112,000

About The Position

Prolaio is looking to bring on an IT Support Lead who will manage day-to-day IT operations at Prolaio’s Chicago office, serving as the primary onsite resource for technical support and infrastructure maintenance in a fast-paced, hybrid work environment. Employed by Kardigan and embedded within Prolaio, this role is responsible for delivering high-quality support across hardware, software, and cloud platforms while ensuring consistent alignment with Kardigan’s infrastructure standards and policies. The IT Support Lead will operate with a high degree of autonomy, partnering with external MSPs and internal stakeholders to drive reliable, scalable, and secure IT operations in support of Prolaio’s growth. This role will report directly to Kardigan’s VP, IT, and work closely with the Prolaio Leadership Team.

Requirements

• 7–10 years of progressive IT experience, including 5+ years in support roles and 2+ years in a lead or manager capacity
• Proven ability to work independently while taking strategic direction from a centralized infrastructure team
• Strong hands-on experience with Google Workspace and Microsoft 365 administration
• MacOS and Windows support
• Endpoint management (Intune, Autopilot, Kandji, Apple Business Manager)
• Network troubleshooting and AV systems
• Excellent communication and documentation skills

Nice To Haves

• Experience supporting digital health, biotech, or life sciences environments preferred
• Certifications such as ITIL, CompTIA A+, or HDI are a plus

Responsibilities

• Provide Tier 1–3 support for macOS, Windows, and mobile devices in a hybrid environment
• Troubleshoot and resolve issues across Google Workspace, Microsoft 365, Slack, Zoom, Google Meet and other SaaS platforms
• Manage device provisioning, imaging, and deployment using tools like Autopilot, Intune, Kandji and Apple Business Manager
• Administer and support Google Workspace Endpoint Management, Chrome Enterprise, and context-aware access policies
• Support and troubleshoot local network infrastructure, including Wi-Fi, VPN, in partnership with Kardigan IT
• Support AV systems, printers, and conferencing equipment across meeting spaces
• Ensure endpoint compliance, patching, secure back-up, and security policy enforcement using Google Admin Console and Intune
• Develop and maintain internal knowledge base articles and user training materials
• Support cybersecurity best practices, including, 2-factor authentication, DLP policies, and device encryption
• Support audit readiness and documentation for IT-related compliance requirements
• Maintain and manage license compliance for IT provided hardware, software, and services
• Act as the technical liaison between Prolaio and Kardigan’s central IT team
• Ensure local IT operations align with Kardigan’s infrastructure roadmap, standards, and security protocols
• Partner with business stakeholders to anticipate and support technology needs for new initiatives
• Partner with Kardigan’s IT leadership to maintain and manage Prolaio’s portion of the IT budget
• Lead special IT projects to support business needs

Benefits

• Exact Compensation may vary based on skills, experience and location
• Pay range $86,000—$112,000 USD

What This Job Offers