IT Support Lead

Nadia Care • Philadelphia, PA

1d • Remote

About The Position

We are seeking an IT Support Lead to own day-to-day IT operations, user lifecycle management (onboarding/offboarding), and identity & access management (IAM) for our growing, distributed team. This role goes beyond execution; you'll set the standards, own the processes end-to-end, and serve as the primary technical escalation point and the CISO's key operational partner on access and security matters. You'll be the go-to person for end-user technical issues across a distributed, remote-first team, while owning the processes that keep access to our systems secure and audit-ready. This is a hands-on role: you'll be provisioning and deprovisioning accounts, managing devices through Intune, driving IAM strategy, and making sure the right people have the right access at the right time. The ideal candidate has hands-on experience with Microsoft Intune, Google Workspace administration, IAM/access control, core security fundamentals, and thrives in a fast-paced, compliance-driven environment (HIPAA). You've ideally operated as the sole or senior IT resource at a startup, comfortable wearing every hat, owning ambiguous problems independently, documenting your work, and balancing reactive support with proactive process improvement.

Requirements

• 4-6+ years of IT support experience, including experience as the senior or sole IT resource
• 2-3 years of experience in a startup environment
• Demonstrated experience being the “one-person IT department” handling infrastructure, security, device management, IAM, and end-user support simultaneously without a larger team to lean on
• Strong working knowledge of security fundamentals: endpoint protection, identity/access security, encryption, patch management, and security best practices in a remote-first environment
• Experience handling PHI and working in HIPAA-regulated environments
• Strong written and verbal communication skills, with the ability to explain technical issues to non-technical staff and represent IT to leadership
• Customer service experience with a deep ability to remain patient, empathetic, and reassuring when supporting our team
• Hands-on experience with Microsoft Intune
• Experience supporting both Windows and macOS environments
• Experience owning IAM / access management strategy and end-to-end onboarding-offboarding processes
• Experience with ticketing systems and managing work within SLAs
• Scripting experience (PowerShell, Bash) for task automation
• Willingness to ship, receive, and temporarily store company equipment (e.g., laptops) at their home as part of device lifecycle logistics
• Ability to work independently, own ambiguous problems, and manage competing priorities in a remote environment
• Must be based in the United States, Eastern Time Zone

Nice To Haves

• Familiarity with least-privilege access principles
• Security certifications or demonstrable security-focused project work (e.g., implementing MFA rollout, endpoint hardening, incident response)
• SOC 2 familiarity
• Experience with Microsoft Defender, Azure AD
• Google Workspace administration experience
• Experience mentoring or providing technical guidance to junior IT staff
• Microsoft Endpoint Administrator
• Google Workspace Administrator
• CompTIA Security+
• ITIL Foundation

Responsibilities

• Serve as the primary point of contact and escalation lead for Tier 1-3 technical support requests via ticketing systems (e.g., HappyFox)
• Support end users across both Windows and macOS environments, including hardware, OS, and application issues
• Troubleshoot connectivity, printing, email, and general software/access issues
• Triage and resolve tickets within defined SLAs, owning escalation paths for complex issues
• Own documentation standards: maintain clear, audit-ready records of common issues, fixes, and internal how-to guides
• Own end-to-end onboarding/offboarding: bi-weekly training for new hires on company systems, attend onboarding meetings, account provisioning, device setup, and access control for new hires and departing employees
• Own identity and access management (IAM) strategy, including the cadence and rigor of periodic user access reviews, role/permission assignment, and timely deprovisioning
• Apply and enforce least-privilege principles when granting or reviewing access to systems and applications
• Support SSO configuration and troubleshoot SaaS application access issues
• Maintain accurate, audit-ready records of who has access to what
• Administer Microsoft Intune (MDM) and O365 for a remote, multi-OS device fleet
• Set and enforce security policies across endpoints, including encryption, patching, and compliance configurations
• Support and monitor Microsoft Defender across managed devices
• Handle physical logistics for company devices, including shipping/receiving equipment for new hires, offboarding, and repairs
• Own device inventory tracking and lifecycle management of company hardware, including procurement recommendations
• Manage Google Workspace users, groups, and settings
• Maintain and troubleshoot core SaaS tools used across the organization
• Build and maintain scripts (PowerShell, Bash) to automate repetitive IT and access-management tasks
• Proactively identify and drive opportunities to streamline onboarding/offboarding and device provisioning workflows
• Support HIPAA controls relevant to IT operations and access management
• Apply strong security fundamentals across endpoints, identity, and access, including encryption, patching, MFA/conditional access, least-privilege enforcement
• Assist with audit evidence collection and enforcement of security policies as needed
• Partner with the CISO on access-related security requests and remediation items

Benefits

• annual paid holidays off
• unlimited time off after the 90-day introductory period
• three weeks of paid time off after the 90-day introductory period
• Medical Insurance: Access top-tier healthcare, covering hospital, surgical, and prescription drug benefits.
• Dental Insurance: Coverage for preventive care, as well as basic and major procedures.
• Vision Insurance: Coverage for routine eye exams and eyeglasses.
• Stock Option Grant
• Life Insurance
• Disability Insurance: Short-term and long-term coverage in case of illness or injury.
• 401(k) Retirement Plan

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed