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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Lead, IT Support - **Company:** skillz - **Location:** Las Vegas, NV, United States - **Experience:** Expert - **Salary:** $149,000.0 - **Contract:** Franchise - **Skills:** Microsoft Access, Microsoft Windows, Confluence, JIRA, Software as a Service, Identity and Access Management, Issue Tracking Systems, IT Management, Information Technology Operations, Role-Based Access Control, User Provisioning Software, IT General Controls (ITGC), Okta, Microsoft InTune, Information Technology, Atlassian Tools, SAP MDG, Casper Suite, Gsuite - **Published:** June 4, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=7381be464afdc445 ## About the Role Do you have experience in Ticketing system technical support?, * 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., * 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. ## Description If you want to build, develop, and see your impact, join Skillz and level up your Career!, * 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 including Mark Ferguson, Karthik, and others as the team scales. * Own IT access governance including user provisioning, deprovisioning, and RBAC enforcement across all IT-managed systems. * Maintain system ownership documentation and ensure all IT tools, renewals, and access inventories are up to date. * Partner with Compliance & Security Lead and Anthony Allmon 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. * 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. * 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. Key Competencies * 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. ## Related Videos - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Navigating the Corporate Jungle: Life as a Developer in a large Company](https://www.wearedevelopers.com/videos/621-navigating-the-corporate-jungle-life-as-a-developer-in-a-large-company) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) - [Crew Management System for Airlines: Plan duties for pilots & flight attendants worldwide](https://www.wearedevelopers.com/videos/1444-crew-management-system-for-airlines-plan-duties-for-pilots-flight-attendants-worldwide) - [Security Pitfalls for Software Engineers](https://www.wearedevelopers.com/videos/726-security-pitfalls-for-software-engineers) ## Related Articles - [Top HR Tech Conferences in 2024](https://www.wearedevelopers.com/magazine/303-top-hr-tech-conferences-in-2024) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [Top Must-Visit Developer Conferences in the US in 2026](https://www.wearedevelopers.com/magazine/679-top-must-visit-developer-conferences-in-the-us-in-2026) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Best US AI Conferences for CTOs in 2026: Build vs. Buy, Vendor Evaluation, and Peer Intelligence](https://www.wearedevelopers.com/magazine/736-best-us-ai-conferences-for-ctos-in-2026-build-vs-buy-vendor-evaluation-and-peer-intelligence)