• Lead, mentor, and develop a team of three IT Support Engineers, fostering a culture of continuous improvement and client-first service • Set clear expectations, conduct regular one-on-ones, and provide ongoing coaching to elevate team performance • Manage team workload distribution, coverage schedules, and capacity planning • Create development plans and growth opportunities for team members • Regularly meet with department leaders to define areas of improvement in the support realm • Meet weekly with the VP of IT Infrastructure and Security to review KPI’s and set quarterly planning goals for the team • Define, track, and report on support KPIs including ticket volume, resolution time, first-contact resolution rate, customer satisfaction, and SLA compliance • Analyze support metrics to identify trends, bottlenecks, and opportunities for improvement • Provide regular reporting to IT leadership on team performance, operational health, and strategic initiatives • Establish and maintain dashboards for real-time visibility into support operations utilizing our ITSM platform • Continuously evaluate and optimize support, ITAM, and employee onboarding/offboarding processes to drive efficiency • Stay current on AI trends and tools and identify opportunities to enhance team productivity • Implement AI-powered solutions to enable self-service, automate routine tasks • Provide white glove, high-touch technical support to end users, serving as an escalation point for complex issues • Administer and support Active Directory, Entra ID, Microsoft 365, Windows 365, Intune, and Autopilot environments • Support and troubleshoot Windows and Mac endpoints, ensuring optimal performance and security compliance • Manage IT Asset Management (ITAM) including procurement, inventory tracking, deployment, and disposal • Manage the complete employee technology lifecycle including onboarding, role changes, and offboarding