Senior IT Support Lead — Mac/Windows & AV Expertise

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 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.