Lead IT Support Engineer

Rho-posted 6 days ago
$102,000 - $138,000/Yr
Full-time • Mid Level
New York City, NY
251-500 employees
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The Lead IT Support Engineer is the operational backbone of Rho’s IT function — ensuring technology runs smoothly day-to-day and supporting employees across all offices. The ideal candidate is both hands-on and strategic — equally comfortable troubleshooting a Zoom call, managing a new MDM rollout, or refining IT processes to scale with the company’s growth.

  • Lead Rho’s global IT support operations across NYC, SLC, and remote teams.
  • Serve as the escalation point for all IT incidents, requests, and employee support issues.
  • Oversee the IT ticketing queue in Jira Service Management, ensuring timely and high-quality resolution.
  • Provide mentorship, direction, and process guidance to IT support staff.
  • Maintain an approachable, service-oriented presence for employees across all teams and locations.
  • Manage and optimize Okta, Google Workspace, Kandji, Slack, Zoom, and Jira Service Management environments.
  • Oversee device lifecycle management — procurement, configuration, deployment, and decommissioning — for a Mac-first fleet.
  • Support and maintain office AV systems and conference room setups for all-hands, leadership, and external meetings.
  • Partner with the Director of IT on infrastructure improvements, office expansions, and vendor relationships.
  • Lead the continuous improvement of IT workflows, automations, and self-service capabilities (e.g., Okta Workflows, Slack bots, or Jira automations).
  • Maintain IT documentation, runbooks, and onboarding guides.
  • Help define and enforce IT standards, security practices, and operational checklists.
  • Collaborate closely with Security, Finance, and Engineering on access management, compliance (SOC 2, PCI DSS), and tool integrations.
  • Support system rollouts, audits, and IT-related projects across Rho.
  • Proactively identify issues or inefficiencies before they impact employees.
  • 5+ years of experience in IT support or systems administration, including at least 1–2 years in a lead or senior capacity.
  • Deep experience with: Okta (SSO, lifecycle automation, policies) Google Workspace (Admin Console, identity management) Kandji (macOS MDM) Slack, Zoom, Jira Service Management
  • Strong background in macOS environments and SaaS-based infrastructure.
  • Excellent communication and organizational skills — able to prioritize, delegate, and act with urgency.
  • Passion for operational excellence and providing an exceptional employee experience.
  • Rho offers equity, healthcare benefits and paid time off.
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