Lead IT Support Engineer

Rho•New York City, NY

57d•$102,000 - $138,000

About The Position

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.

Requirements

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.

Responsibilities

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.