IT Support Lead

FiscalNote•Washington, DC

5d•Onsite

About The Position

The IT Support Lead reports to the VP, Information Security and will oversee the day-to-day delivery of L1/L2 IT support operations at FiscalNote. This role provides direct leadership and coaching to two IT Support Engineers, ensuring effective ticket resolution, excellent customer service, and strong process adherence. While remaining a senior escalation point for complex issues, the Support Lead's primary responsibility is to manage the support function at the operational level, enabling IT leadership to focus on strategic initiatives.

Requirements

5+ years of IT Service Desk / Support experience with at least 1–2 years in a team lead, supervisor, or managing role
Strong leadership skills with the ability to delegate, coach, and hold team members accountable
Expert troubleshooting across macOS and Windows environments
Advanced knowledge of Google Workspace, Microsoft 365, and enterprise collaboration tools
Hands-on experience with Okta, Jamf, Intune, and enterprise ITSM platforms (FreshService preferred)
Strong networking knowledge (switches, routers, firewalls, Wi-Fi, VPNs)
Excellent written and verbal communication skills
Experience working within compliance frameworks such as SOC 2 / SOX, with focus on adhering to established IT controls and processes
Highly organized with proven ability to manage competing priorities
Familiarity with AI-assisted IT operations tools (e.g., AI ticket summarization, predictive routing, or chatbot-based Tier 0 deflection)
Exposure to prompt engineering or workflow automation using LLM-based tools in an IT or enterprise support context
Experience evaluating AI tools against SOC 2 / security requirements prior to deployment

Responsibilities

Provide daily leadership, coaching, and performance management for two IT Support Engineers
Manage the IT support queue, prioritizing and assigning requests to meet SLA commitments
Act as a senior escalation point for complex or critical IT support incidents
Maintain IT asset lifecycle management (inventory, procurement, deployment, decommissioning)
Drive improvements in IT documentation, knowledge base, and training materials
Partner with IT leadership on execution of process improvements, automation rollouts, and service enhancements (without owning strategic design)
Ensure smooth and consistent employee onboarding/offboarding experiences
Research and recommend new tools and practices; support implementation led by IT leadership
Support core IT systems including but not limited to, FiscalNote's collaboration suite, identity management, Mobile Device Management (MDM), and Antivirus
Participate in the IT support escalation rotation as needed
Leverage AI tools to automate repetitive IT workflows, including ticket triage, routing, and status updates within FreshService
Champion the use of AI-assisted documentation to maintain an accurate, up-to-date knowledge base with minimal manual overhead
Support the team's responsible use of Claude and other approved AI tools for drafting runbooks, SOPs, and internal communications