IT Support Lead: AI-Driven Service & Automation

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

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