IT Support, Lead

This role serves as the primary onsite IT support presence at clients Las Vegas headquarters and leads day-to-day service desk operations across the organization. This role ensures continuity of onsite coverage, team execution, and system reliability for our clients IT systems. Beyond support operations, this role owns IT systems efficiency, driving automation, eliminating redundant tooling, and ensuring core systems are integrated and talking to each other to reduce manual effort across the business. Strong access governance and SOX compliance reduce audit risk while improved system performance enables faster execution org-wide., 1. Lead and manage day-to-day IT service desk operations, including ticket triage, prioritization, and resolution across Las Vegas HQ and remote teams.

1. Serve as the primary onsite IT support resource at Las Vegas HQ, managing physical IT infrastructure, hardware support, and in-person troubleshooting.

2. Delegate service desk workload and provide direction to team members, and others as the team scales.

3. Own IT access governance including user provisioning, deprovisioning, and RBAC enforcement across all IT-managed systems.

4. Maintain system ownership documentation and ensure all IT tools, renewals, and access inventories are up to date.

5. Partner with Compliance & Security Lead to support SOX controls, audit preparation, and access reviews.

6. Identify and implement service desk automation and tooling improvements to reduce manual workflows and improve response time.

7. Monitor and report on CSAT metrics, escalation trends, and SLA performance to IT leadership and cross-functional partners.

8. Own 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.

9. Drive system integration and automation across core tools, ensuring key platforms communicate with each other and eliminating manual data re-entry and redundant workflows across the organization.

Do you have experience in Team management?, 1. Service Desk Leadership: Proven ability to manage a high-volume IT help desk, set SLA expectations, and drive consistent service quality.

1. Team Delegation & Development: Experience directing the work of junior IT team members and helping them grow in their roles.

2. Onsite & Physical IT Operations: Hands-on experience supporting endpoint hardware, office AV/networking, and physical IT infrastructure in an office environment.

3. Access Governance: Familiarity with RBAC principles, user provisioning/deprovisioning, and access review processes.

4. Prioritization Under Pressure: Ability to triage and manage competing high-urgency requests while maintaining service quality.

5. Cross-Functional Communication: Clear, proactive communication with business stakeholders of varying technical backgrounds.

6. Operational Discipline: Organized approach to ticketing, documentation, renewals, and system ownership - no missed SLAs or untracked assets.

Experience:

1. 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.

2. Experience managing a service desk or help desk function, including SLA ownership and escalation handling.

3. Proficiency with ITSM tools (e.g., Jira Service Management, ServiceNow, Zendesk, or equivalent).

4. Hands-on experience with endpoint management (Mac/Windows), MOM tools, and hardware support.

5. Familiarity with Google Workspace, Okta or similar SSO/identity platforms, and Saas tool administration.

6. Working knowledge of SOX IT controls, access governance, and audit documentation is a plus.

7. Must be Las Vegas-based and willing to work onsite 5 days per week.