Lead IT Support Engineer — AI-Driven Ops & VIP Support

Schmidt Entities; Edison (CA); On-site; USD 110,000 - 165,000; Full time

Job summary

Hillspire, LLC seeks a Lead IT Support Engineer to lead a team delivering high-touch IT support for 900+ users across West Coast offices. The role emphasizes AI and automation to improve help desk operations, self-service, and documentation.

You will mentor engineers, manage escalations, and ensure SLAs while maintaining executive support, strong security, and seamless collaboration across Google Workspace, Jira, Confluence, and enterprise tools.

Qualifications

• Bachelor's degree in IT or related field or equivalent experience.
• 7+ years IT support, including senior/lead/escalation roles.
• Experience supporting executives in high-touch environments.
• Strong hands-on with Google Workspace and multi-OS (macOS, Windows, iOS, Android).
• Identity management, MDM, endpoint security, ITSM, and collaboration tooling (Okta, Jira Service Management, Zoom, Slack, GAM, M365).
• Experience with enterprise AI platforms (ChatGPT Enterprise, Claude, Gemini, Atlassian Rovo).
• Leadership, mentoring, and driving process improvements.

Responsibilities

• Provide technical guidance and daily coordination for IT support team.
• Serve as escalation point for complex or high-priority issues.
• Coordinate coverage and workload across West Coast offices.
• Lead incident response and communications for major outages.
• Promote documentation, knowledge sharing, and IT processes.
• Participate in hiring, onboarding, and performance feedback for junior staff.
• Support executives and VIPs with discretion and high-touch service.
• Administer IT tools and end-user platforms for optimal performance.

Skills

IT leadership

End-user support

Google Workspace

macOS

Windows

iOS & Android

Okta/IAM

Jira Service Management

Confluence

AI tooling/automation

Networking basics

Education

Bachelor's degree in information technology or related

Tools

Okta

Jira Service Management

Confluence

Zoom

Slack

GAM

Microsoft 365

ChatGPT Enterprise

Job description

Hillspire, LLC seeks a Lead IT Support Engineer to lead a team delivering high-touch IT support for 900+ users across West Coast offices. The role emphasizes AI and automation to improve help desk operations, self-service, and documentation.

You will mentor engineers, manage escalations, and ensure SLAs while maintaining executive support, strong security, and seamless collaboration across Google Workspace, Jira, Confluence, and enterprise tools.