Senior IT Support Lead - Onsite VIP Support

NCBiotech; Durham (NC); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Stock Options

401k Plan with 4% Match

Medical, Vision and Dental Plans

Paid Time Off (PTO)

Parental Leave Policies

Job summary

Humacyte is seeking a Senior IT Support Specialist to join the Information Technology team in Durham, NC. You will be the most senior member of the internal end-user support group, delivering fast, courteous solutions in person, by phone, chat, and ticket.

The role emphasizes customer experience and escalation leadership. The ideal candidate brings broad hands-on troubleshooting, strong communication, and experience supporting a Microsoft/Azure environment, including Intune and patch management.

Qualifications

• 5–8 years hands-on IT support or help desk experience, including senior/escalation level.
• Excellent customer-service, communication, and interpersonal skills.
• Experience owning employee IT onboarding and offboarding.
• Strong troubleshooting of Microsoft 365 for end users.
• Experience managing devices with Microsoft Intune.
• Hands-on patch management experience (Azure Update Manager/ManageEngine).
• Experience supporting a Microsoft/Azure-based environment.
• Working knowledge of core networking concepts (Wi‑Fi, VPN, VLANs).
• Calm, organized, and responsive under competing priorities; on-call rotation willingness.

Responsibilities

• Act as senior point of contact for internal employees, delivering prompt, courteous support.
• Own tickets end-to-end — diagnose, resolve, and follow up for user satisfaction.
• Provide high-touch support for executives and VIPs; translate technical issues to plain language.
• Lead onboarding/offboarding processes and maintain security through MFA and access control.
• Troubleshoot Microsoft 365 apps and manage endpoints with Intune; patch management oversight.
• Maintain knowledge base and contribute to SOPs and documentation.

Skills

Customer service

Communication

Onboarding/Offboarding

Microsoft 365

Intune

Azure

Patch management

Networking basics

On-call readiness

Executive/VIP support

Education

Bachelor's degree in a related field

Tools

Microsoft 365

Intune

Azure

Azure Update Manager

ManageEngine

Job description

Humacyte is seeking a Senior IT Support Specialist to join the Information Technology team in Durham, NC. You will be the most senior member of the internal end-user support group, delivering fast, courteous solutions in person, by phone, chat, and ticket.

The role emphasizes customer experience and escalation leadership. The ideal candidate brings broad hands-on troubleshooting, strong communication, and experience supporting a Microsoft/Azure environment, including Intune and patch management.