Team Lead, Support Technician

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.

Strategic & Tactical

Team Leadership & Operations:

• 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

Technical Support & Systems Administration:

• 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

AI & Agentic Support Enablement:

• 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)

Stakeholder Engagement & Cross-Functional Support:

• 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

Process Improvement & Project Delivery:

• 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

Documentation & Knowledge 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

• 4â??7+ years of IT support or systems administration experience
• 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
• 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
• Industry certifications (e.g., Google Workspace, Microsoft, ITIL) are a plus
• Bachelor's degree or equivalent experience in a relevant field preferred

Employment is contingent upon the successful completion of a background check.

Our employees are our most valuable resource. We foster a promote-from-within culture that prioritizes talent development, career growth, and purpose-driven work. Palmetto offers a comprehensive benefits package-including unlimited PTO, medical, dental, and vision coverage, paid parental leave, retirement plans, and more-so you can have it all both personally and professionally. Palmetto prioritizes people, planet, and profit-backed by a culture that values collaboration, impact, and balance. Join us in building a brighter, cleaner world.

Palmetto is a leading clean tech company on a mission to accelerate the transition to a clean energy future. With a belief that consumers can have it all, we are an uncompromising energy company that makes coming clean a no brainer. Our award-winning technology platform empowers homeowners, businesses, and entrepreneurs to adopt renewable energy through simple, scalable, and innovative solutions. Operating at the intersection of B2B and D2C, we offer software, financial products, and services that drive real environmental impact-without compromising value. We deliver end-to-end solutions for whole home electrification that put clean energy within reach for all.