IT Support Lead

Parity; New York (NY); Remote; USD 120,000 - 150,000; Full time

Job summary

Parity is seeking an IT Support Lead to elevate IT services in a remote-first, global organization. You will manage one End User Support Engineer, serve as the escalation point, and drive smarter, more automated workflows across IT and tools used company-wide.

The role combines hands-on user support with coaching and strategic improvements, focusing on automation, AI-assisted processes, and reliability. You will influence procurement and tooling choices while ensuring top-notch service across a

Qualifications

• Experience leading an IT support team and mentoring staff.
• Strong customer service mindset with a focus on end-to-end issue resolution.
• Proven ability to balance prioritization, incident response, and proactive improvements.

Responsibilities

• Lead and develop the End User Support Engineer, setting clear priorities and growth paths.
• Own ticket lifecycle from creation to resolution and escalate complex issues as needed.
• Act as hands-on practitioner with end users, demonstrating a high level of service and support.
• Foster a data-driven, high-performance IT support culture.

Skills

IT support

End user support

Team management

Automation

Tools

Helpdesk software

Remote management tools

Job description

About Parity

Parity is one of the world's most experienced companies building the core infrastructure behind blockchain - the system that allows information and value to be shared securely without needing an intermediary. We're laying the foundation for a better web which respects the freedom and data of individuals, and empowers developers to build better, more trustworthy online services. Our remote-first, global team develops open-source software that anyone can use or improve. This includes [Polkadot]( [Polkadot SDK]( and [Kusama]( - key parts of the Web3 tech stack, the next generation of the internet. Our mission is to make Polkadot the most active and innovative community in blockchain, powering a new era of connected and decentralised applications.

People in our collective are: Highly motivated to contribute to Parity's mission and be part of something biggerExcited to work on projects that are groundbreaking and complexAutonomous, but also collaborate well with othersTake maximum accountability and have minimum ego at workComfortable with chaos and adapting to the ever-changing Web3 spaceContinuously educating themselves about Parity and the wider Polkadot ecosystem.

About the Team

We're looking for an IT Support Lead to level up how we deliver IT services across a remote-first, global organisation. You'll be a part of the Operations & Culture team and manage one End User Support Engineer. You'll act as the technical escalation point, and drive smarter, more automated ways of working, both within IT and for the tools we bring to the rest of the company. This is a hands-on management role: you'll coach and grow your team while staying close enough to the work to support end users and spot where AI and automation can remove friction, and where our procurement processes need a sharper eye.

What you'll do

Team management

• Manage and mentor our End User Support Specialist, setting clear priorities and supporting their growth.
• Own the day-to-day coordination of support tickets from creation to resolution, and act as the escalation point for complex or high-stakes issues, bringing enough technical depth to help identify root causes and permanent fixes.
• Get hands-on with end user support yourself, troubleshooting issues directly and role-modelling a strong service and support orientation for the team. This will be a significant part of your day-to-day.
• Build a high-performance, data-oriented culture within IT support.

AI & automation

• Support the adoption of AI and automation across IT support workflows, from ticket triage to recurring processes, so the team works efficiently