Summary

The IT support lead will oversee all IT support related activity, including support provided by outside MSP. In addition, they will be the primary resource for coordinating and executing all project work related to the support function alongside our MSP. 

The role will act as an escalation point for 1st and 2nd level IT support concerns and will be responsible for maintaining a high level of customer satisfaction, finding ways to measure and improve it, and devising reliable and scalable solutions to problems.

Desired skills and technologies include:

1. Excellent interpersonal and team management skills
2. An attitude of proactive engagement with opportunities or areas for improvement
3. Microsoft Azure, M365, and Exchange environments
4. Microsoft Intune for inventory and access policy management
5. zScaler or other relevant zero-trust architecture deployments
6. Familiarity with Audio/Visual technologies and applications for office use
7. Strong troubleshooting mindset and the ability to properly engage and escalate issues
8. Experience in creating processes and documentation, and effectively garnering adoption
9. Assisting with IT equipment sourcing and budgeting
10. Ability to effectively measure service satisfaction levels, and work to improve them

Experience Desired

1. 5+ years of relevant IT experience
2. Experience leading a small team of technicians
3. Effectively engaging and managing an outsourced MSP

CAIS is consistently recognized as a Best Place to Work, and our culture is at the heart of our success. We are committed to fostering an inclusive environment where employees can be their most authentic selves and feel inspired and supported to bring their voice forward to drive community, growth, and innovation. We are an equal opportunity employer, and do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law.  

CAIS’ compensation package includes a market competitive salary, a performance bonus, and exceptional benefits. If you are located in New York, New York, the base salary range for this role is $120,000 - $155,000. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location.

Skills

• Community Moderator
• Team Collaboration
• Team Management