Team Lead, Support Technician

Palmetto Clean Technology•Charlotte, NC

1d•Onsite

About The Position

The Team Lead, Support Technician is responsible for overseeing day-to-day IT support operations while actively mentoring and managing a team of Support Technicians. This role combines hands-on technical expertise with leadership, stakeholder engagement, and continuous improvement. In addition, this role will act as a champion for AI-driven and agentic support, identifying and implementing opportunities to scale IT support through automation, intelligent workflows, and AI-powered agents. You will play a key role in evolving the support model to efficiently serve a growing user base (~700 employees and contractors) while maintaining a high-quality end-user experience.

Requirements

4–7+ years of IT support or systems administration experience
Strong experience with SaaS administration, MDM, SSO/SAML, and endpoint security tools
Experience working with ticketing systems (Jira Service Management preferred)
Proven ability to manage projects and improve operational processes
Bachelor’s degree or equivalent experience in a relevant field preferred

Nice To Haves

Prior experience leading or mentoring a support team strongly preferred
Experience implementing or working with automation, scripting, or AI-driven support tools is highly preferred
Industry certifications (e.g., Google Workspace, Microsoft, ITIL) are a plus

Responsibilities

Lead, mentor, and support a team of Support Technicians, providing guidance, training, and performance feedback
Oversee daily ticket queue operations, ensuring SLA adherence and high-quality service delivery
Assign, prioritize, and escalate tickets as needed while maintaining visibility across team workload
Establish and enforce support standards, workflows, and best practices
Act as the primary escalation point for complex technical and operational issues
Provide advanced (Level 2/3) support for Palmetto Core Systems, including but not limited to: Google Workspace, OneLogin, Office 365, Slack, Atlassian (Jira/Confluence), Tray.io, Intercom, Bitdefender, Rippling, Figma, Zoom, and 1Password
Oversee account lifecycle management (provisioning, access control, onboarding/offboarding)
Troubleshoot hardware and software issues across Windows and Mac environments
Manage device deployment, inventory, and lifecycle processes for in-office and remote employees
Champion the adoption of AI-powered and agentic support solutions to scale IT operations and improve response times
Identify, design, and implement opportunities for automation across support workflows (ticket triage, access requests, onboarding, knowledge retrieval)
Partner with internal teams to deploy AI agents and self-service capabilities within tools like Slack, Jira Service Management, and knowledge bases
Continuously evaluate emerging AI tools and recommend solutions that enhance support efficiency and user experience
Drive reduction in manual ticket volume through intelligent automation and proactive support strategies
Establish metrics to measure the effectiveness of AI/agentic support (deflection rate, resolution time, user satisfaction)
Serve as the primary IT point of contact for stakeholders across departments
Be the primary point of contact and escalation for the Charlotte office for all things IT related
Manage vendor relationships for in office services, such as Spectrum
Partner with HR, People Ops, and Facilities on onboarding, offboarding, office support, and equipment lifecycle initiatives
Collaborate with business teams to understand system, tooling, and workflow challenges and drive scalable solutions
Translate technical issues into clear, actionable communication for non-technical stakeholders
Lead and contribute to IT projects, including system implementations, automations, and process improvements
Drive continuous improvement of support workflows, ticket handling, and end-user experience
Identify opportunities for automation across MDM, SSO/SAML, and onboarding processes
Manage team projects and initiatives through Jira Service Management
Own and maintain IT documentation, policies, and knowledge base (Confluence)
Standardize support procedures and ensure documentation is current and accessible
Promote knowledge sharing within the team and across the organization
Ensure documentation is structured to support AI-driven knowledge retrieval and self-service