IT & CRM Operations Lead

You will manage end-user support, business application administration, and IT operations, coaching and working alongside a team of 4–5 specialists supporting 100+ employees and their stakeholders across multiple entities. Your role will be split between hands-on technical execution as Tier 2 helpdesk support and CRM operations focused on process automation and database management. You'll take pride in solving complex problems, instilling structure and accountability within the team, and elevating team members to have a lasting impact.

Responsibilities

• Serve as the primary handler for Tier 2 escalated helpdesk tickets, resolving complex end-user issues across hardware, software, and connectivity
• Manage ticket queue health, escalation paths, and coverage windows to ensure SLA compliance
• Define, track, and improve support KPIs including ticket SLA compliance, resolution times, and user satisfaction
• Drive operational improvements including knowledge base articles, workflow automation, and ticket volume reduction
• Oversee vendor relationships for support tooling including Datto RMM and the ticketing platform
• Manage device support across Windows and macOS; handle networking troubleshooting including DNS and VPN
• Liaise with HR on employee onboarding and offboarding workflows
• Partner with Infrastructure & Cloud, Security & Compliance, and Engineering on cross-functional support issues
• Champion the data integrity agenda by implementing CRM best practices and overseeing HubSpot requests
• Administer and support HubSpot, including workflow and process automation, pipeline management, and data
• Design and maintain relational database structures to support business operations and reporting needs
• Identify opportunities to streamline business processes through automation and system improvements
• Support cross-functional stakeholders with CRM-related requests, reporting, and system enhancements

Requirements

• 5+ years in IT operations with at least 2 years in a management or team lead role
• Proven experience handling Tier 2 helpdesk or service desk functions with measurable SLA accountability
• Deep understanding of CRM systems and experience administrating CRMs, HubSpot preferred
• Hands-on proficiency in at least 3 of: device management/MDM, Microsoft 365 administration, HubSpot or comparable CRM, AWS WorkSpaces/VDI, or ticketing platforms (Datto RMM, ServiceNow, Zendesk)
• Microsoft 365 administration — Exchange, Teams, SharePoint, OneDrive
• Device management across Windows and macOS; basic networking knowledge (DNS, VPN, troubleshooting)
• Demonstrated experience coaching junior staff, building team discipline, and managing performance
• Familiarity with ITIL or a comparable service management framework
• Strong written communication skills for documentation, KB articles, and escalation notes

Benefits

• Comprehensive Health, Dental, and Vision Insurance
• Retirement Plan with Company Contribution
• Paid Time Off and Holidays
• Performance Bonus