Remote Team Lead – Internal IT Support & Cloud Identity

Nerdio, Inc.; Northern (KY); Hybrid; USD 95,000 - 110,000; Full time

Benefits offered by this job

Stock Options

Health plans

Life & Disability Plans

Retirement Plan

Unlimited PTO

Job summary

Nerdio, Inc. is hiring a Team Lead to guide our Internal Support Engineers and scale operational excellence in a remote-first environment. You will own staffing, coaching, and performance, while staying hands-on with Entra ID, Intune, and M365 as needed.

The role emphasizes accountability, process maturity, and growth of the team across global time zones, with a focus on ticketing, escalation, and continuous improvement.

Qualifications

• 7+ years in IT support or related technical role with leadership experience.
• Hands-on with Microsoft Entra ID including Conditional Access and MFA.
• Strong knowledge of on-prem AD and Entra Connect Sync.
• Experience administering Microsoft Intune and 365 workloads.
• Ability to manage ticket queues/SLAs and drive performance improvements.
• Solid networking fundamentals (DNS, DHCP, VPN, TCP/IP).
• Excellent communication and coaching skills for non-technical stakeholders.
• Comfort with remote-first, distributed teams across time zones.

Responsibilities

• Directly manage a team of Internal Support Engineers across a global, remote-first environment.
• Conduct 1:1s, performance reviews, and career development planning.
• Coach on technical troubleshooting, ticket ownership, and growth plans.
• Own hiring, onboarding, and ramp-up for new engineers.
• Foster accountability and continuous learning, aligning with the not-a-passive-help-desk ethos.
• Own SLAs and health of the Zendesk queue; monitor volume and escalation trends.
• Review ticket quality and update knowledge base for usefulness.
• Report team metrics to IT leadership and drive process improvements.
• Maintain fluency across Entra ID, Entra Connect Sync, Intune, and M365 workloads.
• Review changes to policies, and act as escalation resource for complex issues.

Skills

Team leadership

IT support

Microsoft Entra ID

Active Directory

Intune

Microsoft 365

Networking fundamentals

Communication

Remote management

Tools

Zendesk

Nerdio Manager for MSP

Azure Virtual Desktop

PowerShell

Python

Entra ID tooling

Job description

Nerdio, Inc. is hiring a Team Lead to guide our Internal Support Engineers and scale operational excellence in a remote-first environment. You will own staffing, coaching, and performance, while staying hands-on with Entra ID, Intune, and M365 as needed.

The role emphasizes accountability, process maturity, and growth of the team across global time zones, with a focus on ticketing, escalation, and continuous improvement.