Lead IT Support Specialist

Swooped; United States; On-site; USD 90,000 - 105,000; Full time

Job summary

Authentic Brands Group is seeking a Lead IT Specialist to join the operations team in the United States. You will triage, dispatch, and resolve complex IT tickets, focusing on macOS/Windows environments, cloud services, and AV conference room tech.

You’ll drive process improvements, document procedures, and mentor junior staff. The role requires 5+ years in IT support, strong communication, and the ability to manage multiple priorities in a fast-paced setting.

Qualifications

• 5+ years of IT support experience, including ticket management and triage.
• Strong troubleshooting across Mac and PC environments.
• Experience with email systems, cloud storage and collaboration tools.
• Familiarity with AV conference room technology (Zoom Rooms, Teams Rooms, Crestron, etc.).
• Experience with ITSM tools (ServiceNow, Jira, Zendesk, NinjaOne).
• Excellent communication and organizational skills.

Responsibilities

• Triage and dispatch IT support tickets, first point of contact.
• Assign or escalate tickets based on urgency and expertise.
• Resolve diverse technical issues and monitor queues for timely responses.
• Provide remote and on-site support as needed.
• Onboard new team members and maintain documentation.
• Support after-hours rotation and uphold security protocols.
• Create SOPs and contribute to knowledge base materials.

Skills

IT support

Mac & Windows

Email systems

Cloud storage

Collaboration tools

AV conference room tech

ITSM tools

Communication

Multitasking

Self-starter

Cyber security basics

Learning agility

Education

CS/Engineering degree or equivalent

Tools

ServiceNow

Jira

Zendesk

NinjaOne

Box

Job description

Authentic is a unified platform that integrates M&A, brand strategy, creativity and digital innovation to unlock the power of its global Lifestyle and Entertainment portfolio.As the world’s largest sports and entertainment licensing company, Authentic connects strong brands with best-in-class partners to optimize long-term value in the marketplace.Its brands generate more than $32 billion in global annual retail sales and have an expansive retail footprint in more than 150 countries, including 13,000-plus freestanding stores and shop-in-shops and 400,000 points of sale.Authentic transforms brands by delivering powerful storytelling, compelling content, innovative business models and immersive experiences. It creates original marketing strategies to drive the success of its brands across all consumer touchpoints, platforms and emerging media

Why Authentic

You’ll be able to access the resources and scale, while leveraging innovative technology and nimble environment. What we’re saying is, this isn’t your average day job. If you’re hungry to drive ideas into action and own your career, let’s chat. Our team is rapidly innovating to evolve and define the future of our brands. With the help of some of the brightest minds in retail, marketing, licensing, legal and more, we are building the intersection of digital and experiential marketing to help achieve that mission. We reimagine, evolve and transform brands! At Authentic, we foster an inclusive workplace where diversity of thought and expertise drive competitive advantage. Our global teams are built by go-getters who contribute unique perspectives and push the boundaries of creativity and innovation. Headquartered in New York City, Authentic has offices in major metropolitan cities including Los Angeles and Miami, as well as Toronto, Mexico City, London, and Shanghai.

What You’ll Do

Authentic is seeking a proactive and experienced Lead It Specialist to join our operations team. This role will lead the support team, manage complex escalations, and drive process improvements. Responsibilities include triaging and dispatching tickets, resolving diverse technical issues, and optimizing support workflow. The ideal candidate excels in fast-paced environments, collaborates effectively, and brings deep expertise in MAC and Windows platforms, cloud services, and collaboration tools.

What you’ll be working on

Ticket Triage & Dispatch:

• Act as the first point of contact to triage and prioritize incoming IT support tickets.
• Assign or elevate tickets to appropriate team members based on urgency, complexity, and expertise.
• Monitor ticket queues to ensure timely responses and resolution.

Technical Support & Troubleshooting:

• Own tickets and work hands-on to resolve inquiries involving:
• Login and authentication issues (OneLogin, SSO, MFA, Active Directory)
• macOS and Windows-based desktop/laptop systems
• Audio/Visual and video conferencing equipment in meeting rooms (Mersive, Brightsign, DTEN, etc.
• Provide remote and in-person support as needed
• Provide technical oversight and assist in onboarding new team members
• Provide superior customer service and communication
• Participate in the after-hours support rotation
• Ensure adherence to IT cyber security protocols, including access controls, change management, and backup or recovery procedures.

Process Improvement & Documentation:

• Identify opportunities to improve support workflows and ticket handling.
• Collaborate with IT leadership to align team activities with IT support goals.
• Create and maintain clear, user-friendly procedures, documentation, and knowledge base articles.
• Contribute to the development of standard operating procedures (SOPs) for recurring issues.
• Identify areas for process improvement; help drive continuous improvement efforts.
• Develop and deliver support and other IT related reports.
• Collaborate with the team to plan and implement system updates, upgrades, and new technologies as directed by dept management.

Must Haves:

• 5+ years of IT support experience, including ticket management and triage.
• Strong troubleshooting skills across both Mac and PC environments
• Hands-on experience with email systems, cloud storage platforms, and collaboration tools
• Familiarity with AV conference room technology (Zoom Rooms, Teams Rooms, Crestron, etc.)
• Experience with ITSM tools (e.g., ServiceNow, Jira, Zendesk, NinjaOne).
• Strong communication and organizational skills.
• Ability to multitask and prioritize in a dynamic environment.
• Self-starter with a passion for continuous improvement and documentation.
• A self-starter ability to multitask, prioritize issues based on severity and work within a team environment.
• Adaptable and Flexible: Need to adapt/pivot to constantly changing needs.
• Working knowledge of Box or similar cloud-based storage environments.
• Able to communicate with end users promptly and tactfully, provide solutions and/or direct requests of unresolved issues to appropriate IT team members.
• Working knowledge of cyber security and data privacy principles.
• Ability to learn new technologies quickly and with minimal guidance.
• Thrives on technical challenges and takes pride in solving them.
• Degree in Computer Science, Engineering or related field or equivalent experience.

Primary Location Salary Range: $90,000 - $105,000

Authentic is an equal-opportunity employer and we value and embrace the diversity and inclusion of all Team Members. We do not discriminate on the basis of gender, gender identity, sexual orientation, race, national origin, disability, age, marital status, protected veteran status, or other legally protected status.

For individuals with disabilities or religious obligations who would like to request an accommodation, please contact [e-mail]

Authentic Brands Group is the world’s leading owner of sports, media, entertainment and lifestyle intellectual property.

Authentic Brands Group is a global brand management company leveraging M&A, licensing, and digital innovation to optimize iconic brands' market value and reach.