Senior Tech Lead – AI-Driven End-User IT Support

Garan, Incorporated; New York (NY); On-site; USD 90,000 - 115,000; Full time

Job summary

Garan Incorporated, a Berkshire Hathaway subsidiary, seeks a Senior Tech Lead Support based in New York to lead end-user support for Windows and Mac environments. You will collaborate with global Tech Services Support teams, promote best practices, and enable AI tools and automation for improved troubleshooting and training.

The role emphasizes leadership potential and customer-focused service. Responsibilities include hands-on endpoint support, macOS and Windows management, software deployment,

Qualifications

• Bachelor's degree in a computer-related field.
• 3–5 years of relevant experience.
• Strong knowledge of macOS administration, imaging, and directory services.
• Experience with Windows 10/11 and Microsoft 365 applications.
• Experience with Mac MDM tools (Kandji, Jamf).
• Familiarity with ServiceNow ITSM and CMDB.

Responsibilities

• Provide hands-on end-user support for Windows and Mac desktops, laptops, and peripherals via phone, email, remote assistance, and onsite.
• Administer and support macOS hardware and OS in a mixed Windows/Mac environment.
• Install, image, configure, upgrade, repair, and maintain endpoint hardware, OS, apps, and security tools.
• Deploy and manage software updates across Mac and Windows endpoints.
• Support and troubleshoot Microsoft 365 apps and productivity tools; provide end-user training and documentation.
• Support AI-powered tools and platforms; leverage AI to improve troubleshooting and efficiency.
• Use ServiceNow to manage incidents, requests, problems, and changes; document resolutions and ensure SLA adherence.
• Track ticket trends and report issues using ServiceNow reporting.
• Maintain asset, lifecycle, inventory, and configuration records; update CMDB and spare parts inventory.
• Propose system improvements to boost reliability, security, and user experience.
• Provide remote support to other Garan locations; participate in help desk rotation and after-hours/weekend shifts.
• Occasional travel to other Garan offices as needed.

Skills

macOS administration

Windows 10/11 support

Microsoft 365

ServiceNow ITSM

AI in end-user support

Education

Bachelor's degree in computer-related field

Tools

Kandji

Jamf

ServiceNow

Job description

Garan Incorporated, a Berkshire Hathaway subsidiary, seeks a Senior Tech Lead Support based in New York to lead end-user support for Windows and Mac environments. You will collaborate with global Tech Services Support teams, promote best practices, and enable AI tools and automation for improved troubleshooting and training.

The role emphasizes leadership potential and customer-focused service. Responsibilities include hands-on endpoint support, macOS and Windows management, software deployment,