FiscalNote
Tech / AI / Software
ITSupportLead
“IT Support Lead at FiscalNote. Skills: IT Support Leadership, Operational Management, Team Management, Customer Service, Technical Troubleshooting. Oversee the day-to-day delivery of L1/L2 IT support operations. Provide direct leadership and coaching to two IT Support Engineers”
Industry & Context.
Act as a senior escalation point for complex or critical IT support incidents; Expert troubleshooting across macOS and Windows environments
What They're Looking For.
Must Have
5+ years of IT Service Desk / Support experience with at least 1–2 years in a team lead, supervisor, or managing role, leadership skills with the ability to delegate, coach, and hold team members accountable, Expert troubleshooting across macOS and Windows environments, Advanced knowledge of Google Workspace, Microsoft 365, and enterprise collaboration tools, Hands-on experience with Okta, Jamf, Intune, and enterprise ITSM platforms, networking knowledge (switches, routers, firewalls, Wi-Fi, VPNs), Excellent written and verbal communication skills, Experience working within compliance frameworks such as SOC 2 / SOX, with focus on adhering to established IT controls and processes, Highly organized with proven ability to manage competing priorities, Familiarity with AI-assisted IT operations tools (e. g. , AI ticket summarization, predictive routing, or chatbot-based Tier 0 deflection), Exposure to prompt engineering or workflow automation using LLM-based tools in an IT or enterprise support context, Experience evaluating AI tools against SOC 2 / security requirements prior to deployment
Nice to Have
FreshService preferred
What You'll Do.
Oversee the day-to-day delivery of L1/L2 IT support operations
Provide direct leadership and coaching to two IT Support Engineers
Ensure effective ticket resolution
excellent customer service
and process adherence
Act as a senior escalation point for complex issues
Manage the support function at the operational level
Manage the IT support queue
prioritizing and assigning requests to meet SLA commitments
Act as a senior escalation point for complex or critical IT support incidents
Maintain IT asset lifecycle management (inventory
Drive improvements in IT documentation
and training materials
Partner with IT leadership on execution of process improvements
and service enhancements
Ensure smooth and consistent employee onboarding/offboarding experiences
Research and recommend new tools and support implementation led by IT leadership
Support core IT systems including but not limited to
FiscalNote's collaboration suite
Mobile Device Management (MDM)
Participate in the IT support escalation rotation as needed
Leverage AI tools to automate repetitive IT workflows
including ticket triage
and status updates within FreshService
Champion the use of AI-assisted documentation to maintain an accurate
up-to-date knowledge base with minimal manual overhead
Support the team's responsible use of Claude and other approved AI tools for drafting runbooks
and internal communications
How You'll Work.
Team & Collaboration
Provide direct leadership and coaching to two IT Support Engineers; Partner with IT leadership on execution of process improvements, automation rollouts, and service enhancements; Support the team's responsible use of Claude and other approved AI tools for drafting runbooks, SOPs, and internal communications
Communication Scope
Excellent written and verbal communication skills
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