IT Team Lead: AI-Driven Support & Automation

Palmetto Clean Technology

Charlotte (NC)

On-site

USD 85,000 - 110,000

Full time

14 days+

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Benefits offered by this job

Unlimited PTO

Medical, dental, and vision coverage

Paid parental leave

Retirement plans

Job summary

Palmetto Clean Technology in Charlotte, NC is seeking a Team Lead, Support Technician to oversee day-to-day IT support operations and mentor a team of Support Technicians. You will drive high-quality service, SLA adherence, and scalable IT practices across Windows, Mac, and cloud tools.

The role focuses on AI-enabled support, automation of workflows, and partnering with HR, Facilities, and engineering to improve onboarding, device lifecycle, and knowledge management for ~700 employees and

Qualifications

4–7+ years of IT support or systems administration experience.
Experience leading or mentoring a support team preferred.
Experience with automation, scripting, or AI-driven support tools is highly preferred.
Strong experience with SaaS administration, MDM, SSO/SAML, and endpoint security tools.
Experience working with ticketing systems (Jira Service Management preferred).
Project management and ability to improve operational processes.

Responsibilities

Lead, mentor, and support a team of Support Technicians with training and performance feedback.
Oversee daily ticket queue operations, ensuring SLA adherence and high-quality service.
Prioritize and escalate tickets, maintaining visibility across workload.
Define support standards, workflows, and best practices; be primary escalation point.
Provide Level 2/3 IT support for Palmetto Core Systems and devices.
Drive AI-enabled and agentic support to scale operations and reduce manual work.
Collaborate with HR, Facilities, and business teams to onboard/offboard and improve tooling.
Manage documentation and knowledge management in Confluence; promote self-service.