IT Support Team Lead / Infrastructure Support Lead

Albert Uster Imports•Gaithersburg, MD

20h•Hybrid

About The Position

The IT Support Team Lead / Infrastructure Support Lead is a hands-on technical leader who coordinates day-to-day IT support, serves as the primary escalation point for complex issues, and helps maintain core systems, devices, network, and cloud services. The role combines direct technical support with team guidance, ticket oversight, infrastructure administration, security, and continuous improvement. The ideal candidate brings broad technical expertise, strong customer service, sound judgment, and the ability to organize work, coach others, and drive issues through resolution. This person establishes consistent support practices, identifies recurring problems and service trends, strengthens documentation, and partners with internal stakeholders and vendors to deliver reliable IT operations. The position is located in Gaithersburg, Maryland, and is hybrid rather than fully remote. Employees are required to work in person Monday through Wednesday, with the option to telework Thursday and Friday, subject to any approved disability accommodation. Albert Uster Imports, Inc. is a privately held gourmet food company headquartered in the Washington, DC area. Founded in 1968, it offers more than 1,400 products and serves hotels, restaurants, casinos, cruise lines, airlines, manufacturers, and select international markets through a network of U.S. distribution centers.

Requirements

At least 4 years of progressive IT support experience, including experience as a senior technician, escalation point, project lead, or day-to-day lead within an IT support function.
Hands-on experience supporting Windows, macOS, Microsoft 365, and mobile devices.
Working knowledge of Active Directory, Microsoft Entra ID, DNS, DHCP, endpoint management, and networking fundamentals.
Strong troubleshooting and root-cause analysis skills.
Experience prioritizing support requests, managing escalations, and driving issues through resolution.
Ability to provide technical guidance and coaching while promoting consistent support processes, service standards, and documentation.
Strong communication, organization, and problem-solving skills.
Ability to manage competing priorities, work independently, and communicate technical issues to nontechnical audiences.

Nice To Haves

Associate or bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
Experience with Microsoft Azure, Microsoft Intune, and cloud-based identity and device management.
Experience supporting servers, networks, backup, security, or disaster recovery operations.
Knowledge of cybersecurity best practices, incident response, and PowerShell automation.
Experience coordinating vendors, managed service providers, technology projects, or office infrastructure initiatives.
Relevant certifications such as CompTIA A+, Network+, Security+, Microsoft 365 Certified, Azure Fundamentals, or ITIL Foundation.

Responsibilities

Coordinate daily IT support workflows, including ticket assignment, prioritization, escalation, and follow-through.
Serve as the primary escalation point for complex or high-impact hardware, software, access, network, and device issues.
Provide technical guidance, coaching, and knowledge sharing to IT support team members.
Establish and reinforce service standards, support procedures, documentation expectations, and consistent customer communication.
Monitor ticket volume, aging, recurring issues, and service trends, and recommend improvements to responsiveness, resolution quality, and the end-user experience.
Communicate priorities, outages, risks, and resolution status clearly to business stakeholders.
Resolve advanced hardware, software, network, account, and device issues while providing hands-on day-to-day support.
Oversee support requests in the IT ticketing system and ensure incidents, resolutions, and follow-up activities are accurately documented.
Lead deployment, configuration, and support for Microsoft 365 applications, Windows, macOS, mobile devices, and peripherals.
Identify root causes of recurring end-user issues and implement sustainable corrective actions.
Oversee user account administration, access provisioning, and employee onboarding and offboarding.
Maintain accurate user and employee records in Active Directory and Microsoft Entra ID.
Ensure access changes are completed accurately and promptly in line with security and approval requirements.
Periodically review access, group membership, and administrative permissions and escalate identified risks.
Administer and support Active Directory, Microsoft Entra ID, Azure, DNS, DHCP, and related infrastructure services.
Monitor, troubleshoot, and maintain server, cloud, endpoint, and network infrastructure, coordinating vendor and service-provider escalations as needed.
Lead endpoint administration and configuration through Microsoft Intune, including deployment, policy management, patching, and compliance.
Support system security, patch compliance, backup integrity, business continuity, and disaster recovery readiness.
Participate in incident response and coordinate technical remediation, documentation, and follow-up.
Oversee corporate phone, voicemail, and mobile device services.
Maintain accurate technology asset inventory and consistent processes for procurement, deployment, maintenance, replacement, and recovery.
Coordinate equipment preparation and recovery for employee onboarding, transitions, and offboarding.
Identify asset lifecycle needs and provide input on technology purchasing and replacement planning.
Lead or coordinate infrastructure upgrades, technology implementations, office technology needs, and cybersecurity initiatives.
Develop and maintain technical documentation, standard operating procedures, support playbooks, and knowledge base content.
Drive process improvements through standardization, automation, scripting, and problem management.
Coordinate with technology vendors and managed service providers, track open issues, and hold partners accountable for timely resolution.
Provide input into IT priorities, risks, resource needs, and project planning.