IT Support, Lead

• Lead and manage day-to-day IT service desk operations, including ticket triage, prioritization, and resolution across Las Vegas HQ and remote teams.
• Serve as the primary onsite IT support resource at Las Vegas HQ, managing physical IT infrastructure, hardware support, and in-person troubleshooting.
• Delegate service desk workload and provide direction to team members as the team scales.
• Maintain system ownership documentation and ensure all IT tools, and access inventories are up to date.
• Partner with Compliance & Security Lead and Head of Infrastructure and Operations to support SOX controls, audit preparation, and access reviews.
• Identify and implement service desk automation and tooling improvements to reduce manual workflows and improve response time.
• Monitor and report on CSAT metrics, escalation trends, and SLA performance to IT leadership and cross-functional partners.
• Be involved in IT systems inventory and tooling efficiency - identify consolidation, deprecation, and automation opportunities across all IT-managed systems with full visibility into cost, ownership, and renewal timelines.

• Service Desk Leadership: Proven ability to manage a high-volume IT help desk, set SLA expectations, and drive consistent service quality.
• Team Delegation & Development: Experience directing the work of junior IT team members and helping them grow in their roles.
• Onsite & Physical IT Operations: Hands-on experience supporting endpoint hardware, office AV/networking, physical IT infrastructure in an office environment, and white glove service for C-suite.
• Access Governance: Familiarity with RBAC principles, user provisioning/deprovisioning, and access review processes.
• Prioritization Under Pressure: Ability to triage and manage competing high-urgency requests while maintaining service quality.
• Cross-Functional Communication: Clear, proactive communication with business stakeholders of varying technical backgrounds.
• Operational Discipline: Organized approach to ticketing, documentation, and system ownership - no missed SLAs or untracked assets.
• Experience with incidents response, leadership communication.

Experience:

• 6+ years of experience in IT support, systems administration, or IT operations, with at least 1 year in a team lead or senior IC capacity.
• Experience managing a service desk or help desk function, including SLA ownership and escalation handling.
• Proficiency with the Atlassian suite (e.g., Jira Service Management, Confluence, etc.).
• Hands-on experience with endpoint management (Mac/Windows), MDM tools (Jamf/Intune), and hardware support.
• Familiarity with Google Workspace, Okta/Entra ID, and SaaS tool administration.
• Working knowledge of SOX IT controls, access governance, and audit documentation is a plus.
• Must be Las Vegas-based and willing to work onsite 5 days per week.