Team Lead, Internal Support

Nerdio

14h•Remote

About The Position

We are hiring a Team Lead to guide our Internal Support Engineers and help scale the operational excellence of our Internal Support Team. This role is ideal for someone who has grown up through the IT support ranks, knows what "good" looks like on a ticket queue, and is ready to take ownership of team performance, employee development, and process maturity — while still staying hands-on with the Microsoft cloud stack the team supports. You will manage a small, tight-knit group of Internal Support Engineers across a remote-first, globally distributed environment. You'll balance people leadership (coaching, performance, scheduling, escalation ownership) with technical leadership (setting standards, reviewing complex issues, driving process and tooling improvements). This is a working lead role — you'll still get into the weeds on Entra ID, Intune, and M365 when it matters, but your primary measure of success is the output and growth of your team.

Requirements

7+ years of experience in IT support, systems administration, or a related technical role, including prior experience leading, mentoring, or managing a support team
Deep hands-on experience with Microsoft Entra ID — user/group management, Conditional Access, MFA, and hybrid identity
Strong working knowledge of on-premises Active Directory and Entra Connect Sync (or equivalent AD sync tooling)
Solid experience administering Microsoft Intune — device enrollment, compliance policies, configuration profiles, and app management
Experience administering Microsoft 365 workloads (Exchange Online, Teams, SharePoint, OneDrive)
Demonstrated ability to manage ticket queues/SLAs and drive service-desk performance improvements
Strong understanding of networking fundamentals (DNS, DHCP, VPN, TCP/IP)
Excellent communication skills, with experience translating technical issues for non-technical stakeholders and coaching others to do the same
Comfortable operating in a remote-first environment, managing a distributed team across time zones with minimal oversight

Nice To Haves

Experience with Nerdio Manager for MSP or Azure Virtual Desktop (AVD) environments
Experience with Zendesk or similar ITSM/ticketing platforms, including reporting and workflow configuration
Microsoft certifications (e.g., AZ-900, MD-102, AZ-104, AZ-140)
Prior experience building or scaling an internal IT support function
PowerShell or Python scripting for automation and administrative tasks
Exposure to Azure fundamentals and cloud infrastructure concepts

Responsibilities

Directly manage a team of Internal Support Engineers, including workload distribution, coverage planning, and shift/timezone coordination across a globally distributed workforce
Conduct 1:1s, performance reviews, and career development planning for direct reports
Coach engineers on technical troubleshooting, communication, and ticket ownership; identify skill gaps and build growth plans
Own hiring, onboarding, and ramp-up for new Internal Support Engineers
Foster a culture of accountability, curiosity, and continuous learning consistent with the team's "not a passive help desk" ethos
Own SLAs and overall health of the Zendesk ticket queue; monitor volume, aging, and escalation trends
Serve as the escalation point for complex or sensitive issues that engineers can't resolve independently
Review ticket quality and documentation practices; ensure the internal knowledge base stays current and useful
Report on team performance metrics (response time, resolution time, CSAT/employee satisfaction) to IT leadership
Maintain hands-on fluency across the team's core technology stack: Microsoft Entra ID, on-prem Active Directory and Entra Connect Sync, Microsoft Intune, and Microsoft 365 workloads (Exchange Online, Teams, SharePoint, OneDrive)
Review and approve changes to Conditional Access policies, MFA configuration, and other identity/security controls
Act as a technical escalation resource for AVD and Nerdio Manager for MSP issues within the corporate environment
Partner with senior IT/infrastructure staff on projects spanning endpoint management, identity, and cloud infrastructure
Own and continuously improve IT support processes, runbooks, and documentation standards
Drive adoption of new tools and features across the team (e.g., Zendesk AI features, Nerdio Scribe)
Identify recurring issues and drive root-cause fixes rather than repeated one-off resolutions
Manage procurement workflows and vendor coordination as they relate to internal IT support
Represent the Internal Support Team in cross-functional IT projects (infrastructure upgrades, tool rollouts, policy changes)