IT Support Lead

Job Title: IT Support Lead

Location: India

Workplace Type: Remote

Job Summary

The future is bright for the Porch Group, and wed love for you to be a part of it as our IT Support Supervisor with the Information Technology team.

Porch Group is looking for an IT Support Supervisor to lead the Porch Moving Group IT team. This role is responsible for supervising and leading the IT Helpdesk and Sysadmin teams, providing indirect support to Porch Moving Group employees, and overseeing IT software and hardware procurement.

In this role, you will coach and support staff via chat and standard remote tools, providing instructions and best practices on business-specific programs. The ideal candidate is familiar with IT products such as Google Workspace, Microsoft Windows, Office 365, macOS, Slack, Zoom, Flex, and other business-related hardware or software.

What You Will Do As An IT Support Supervisor

• Lead Porch Moving Group IT Helpdesk and Sysadmin teams with day-to-day activities.
• Improve, maintain, and monitor essential IT support operations, including operating systems, security tools, applications, servers, email systems, laptops, software, and hardware.
• Lead critical IT tasks, projects, and escalations.
• Ensure IT support and sysadmin staff are properly trained and equipped with the right IT tools and services.
• Improve, manage, and report KPIs and metrics across IT functions, systems, and processes.
• Set up hardware and software equipment for employee use.
• Re-image laptops and desktops for re-deployments.
• Ensure proper installation of PMG IT standards, including operating systems and standard software.
• Answer escalated inquiries regarding computer software or hardware operations to resolve problems.
• Document and maintain an IT knowledge base and maintain an inventory of assets and equipment.
• Supervise and monitor all work orders and troubleshoot tickets for status and compliance with established timeframes for work performance.
• Answer questions in a friendly, professional manner to resolve computer problems for support and sysadmin staff remotely via email, chat, or telephone.
• Maintain security standards and patch management across supported endpoints and servers.
• Collaborate with others to resolve information technology issues.
• Perform other IT related duties or projects, as assigned.

What You Will Bring As An IT Support Supervisor

• Minimum of 5 years experience supporting IT.
• 1+ year of experience leading or supervising a technical support team.
• Experience working across a broad portfolio of network, application, telecommunications, data integration, and web platform technologies.
• Experience managing enterprise-level software, equipment/hardware, networks, enterprise backup and recovery procedures, and system performance monitoring.
• SOX and ITGC compliance experience and knowledge in maintaining compliance systems.
• Demonstrated knowledge of emerging technologies and an enthusiasm for using technology to solve IT problems.
• Strong analytical and problem-solving skills, with the ability to use data and metrics to drive action.
• Ability to inspire staff and be a role model in the technical customer service space.
• Willingness to roll up your sleeves, learn, and get the job done.
• Excellent verbal and written communication skills.
• Highly focused on a customer service mindset regarding support of Porch Moving Group staff and partners with technical tools and platforms.
• Candidates that have worked in IT for a United States based publicly owned company preferred.
• Excellent written and communication skills in the English language.
• Proven experience working with US based business teams.
• Ability to work within core US business hours / time zone expectations - Eastern Standard Time (EST) overlap.
• Working Hours: 8 Hours (Excluding breaks) 4 Core US Hours Overlap (7:30pm- 11:30pm IST) 4 flexible hours (IST)
• Workspace: A quiet, dedicated space to work, and a reliable internet connection with a minimum speed of 50 Mbps.

Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.