Team Lead, Internal Support

Nerdio; United States; Remote; USD 90,000 - 150,000; Full time

Job summary

Nerdio is seeking a full-time remote Team Lead, Internal Support to guide a team of Internal Support Engineers, focusing on performance, development, and process improvements while staying hands-on with Microsoft cloud technologies.

You will own SLAs, manage the Zendesk queue, and drive enhancements in IT support operations, identity management, and collaboration tools across the organization.

Qualifications

• 7+ years in IT support or related technical role with team leadership.
• Hands-on experience with Microsoft Entra ID, Conditional Access, and hybrid identity management.
• Strong knowledge of on-premises Active Directory and Microsoft Intune administration.
• Experience with Microsoft 365 workloads, including Exchange Online and Teams.
• Ability to manage ticket queues and drive service-desk performance improvements.

Responsibilities

• Directly manage a team of Internal Support Engineers, overseeing workload distribution, performance reviews, and career development.
• Own SLAs and monitor the health of the Zendesk ticket queue, serving as the escalation point for complex issues.
• Maintain hands-on fluency in Microsoft Entra ID, Intune, and Microsoft 365, while driving continuous improvement in IT support processes.

Skills

Team leadership

IT support

Service management

Stakeholder communication

Tools

Microsoft Entra ID

Intune

Active Directory

Microsoft 365

Exchange Online

Teams

Zendesk

Job description

To enhance operational excellence, the full-time remote Team Lead, Internal Support will manage a team of Internal Support Engineers, focusing on team performance, employee development, and process improvements while maintaining hands‑on technical involvement with Microsoft cloud technologies.

Key Responsibilities

• Directly manage a team of Internal Support Engineers, overseeing workload distribution, performance reviews, and career development
• Own SLAs and monitor the health of the Zendesk ticket queue, serving as the escalation point for complex issues
• Maintain hands‑on fluency in Microsoft Entra ID, Intune, and Microsoft 365, while driving continuous improvement in IT support processes

Required Qualifications

• 7+ years of experience in IT support, systems administration, or a related technical role, with prior experience in team leadership
• Deep hands‑on experience with Microsoft Entra ID, Conditional Access, and hybrid identity management
• Strong knowledge of on‑premises Active Directory and Microsoft Intune administration
• Experience with Microsoft 365 workloads, including Exchange Online and Teams
• Ability to manage ticket queues and drive service-desk performance improvements