IT Support Team Lead / Infrastructure Support Lead

ABOUT THE ROLE

The IT Support Team Lead / Infrastructure Support Lead is a hands-on technical leader responsible for coordinating day-to-day IT support, serving as the primary escalation point for complex issues, and helping maintain the organization’s core systems, devices, network, and cloud services. The role balances direct technical support with team guidance, ticket oversight, infrastructure administration, security, and continuous improvement.

The ideal candidate combines broad technical expertise with strong customer service, sound judgment, and the ability to organize work, coach others, and drive issues through resolution. This person establishes consistent support practices, identifies recurring problems and service trends, strengthens documentation, and partners with internal stakeholders and vendors to deliver reliable IT operations.

This is not a fully remote role. This role is located in Gaithersburg and is on a hybrid schedule.

As a response to the pandemic, Albert Uster Imports Inc. office employees have transitioned to a hybrid working schedule, requiring employees to report in-person Monday through Wednesday, with the option to telework on Thursday and Friday each week. Due to the collaborative, cross-functional nature of the organization, employees at the Gaithersburg office are required to work in-person for the abovementioned days, outside of any People & Culture-approved disability accommodation request.

RESPONSIBILITIES

Team Leadership and Service Delivery

• Coordinate the daily workflow of the IT support function, including ticket assignment, prioritization, escalation, and follow-through
• Serve as the primary escalation point for complex or high-impact hardware, software, access, network, and device issues
• Provide day-to-day technical guidance, coaching, and knowledge sharing to IT support team members
• Establish and reinforce service standards, support procedures, documentation expectations, and consistent customer communication
• Monitor ticket volume, aging, recurring issues, and service trends; recommend actions to improve responsiveness, resolution quality, and the end-user experience
• Partner with business stakeholders to communicate priorities, outages, risks, and resolution status clearly and appropriately

End User Support

• Resolve advanced hardware, software, network, account, and device issues while remaining hands-on with day-to-day support needs
• Oversee support requests through the IT ticketing system and ensure incidents, resolutions, and follow-up activities are documented accurately
• Lead the deployment, configuration, and support of Microsoft 365 applications, Windows, macOS, mobile devices, and peripherals
• Identify root causes for recurring end-user issues and implement sustainable corrective actions

Identity and Access Administration

• Oversee user account administration, access provisioning, and onboarding and offboarding activities
• Maintain accurate user and employee records within Active Directory and Microsoft Entra ID
• Ensure access changes are completed accurately, promptly, and in accordance with established security and approval requirements
• Periodically review access, group membership, and administrative permissions and escalate identified risks

Infrastructure and Systems Support

• Administer and support Active Directory, Microsoft Entra ID, Azure, DNS, DHCP, and related infrastructure services
• Monitor, troubleshoot, and maintain server, cloud, endpoint, and network infrastructure; coordinate escalations with vendors and service providers as needed
• Lead endpoint administration and configuration through Microsoft Intune, including deployment, policy management, patching, and compliance
• Support system security, patch compliance, backup integrity, business continuity, and disaster recovery readiness
• Participate in incident response and coordinate technical remediation, documentation, and follow-up actions

Telecommunications and Asset Management

• Oversee corporate phone, voicemail, and mobile device services
• Maintain accurate technology asset inventory and ensure consistent processes for procurement, deployment, maintenance, replacement, and recovery
• Coordinate equipment preparation and recovery for employee onboarding, transitions, and offboarding
• Identify asset lifecycle needs and provide input into technology purchasing and replacement planning

Projects, Vendors, and Process Improvement

• Lead or coordinate assigned infrastructure upgrades, technology implementations, office technology needs, and cybersecurity initiatives
• Develop and maintain technical documentation, standard operating procedures, support playbooks, and knowledge base content
• Drive process improvements through standardization, automation, scripting, and problem management
• Coordinate with technology vendors and managed service providers, track open issues, and hold partners accountable for timely resolution
• Provide input into IT priorities, risks, resource needs, and project planning

QUALIFICATIONS AND SKILLS

Required

• 4+ years of progressive IT support experience, including experience as a senior technician, escalation point, project lead, or day-to-day lead within an IT support function.
• Hands-on experience supporting Windows, macOS, Microsoft 365, and mobile devices, with working knowledge of Active Directory, Microsoft Entra ID, DNS, DHCP, endpoint management, and networking fundamentals.
• Strong troubleshooting and root-cause analysis skills, with experience prioritizing support requests, managing escalations, and driving issues through resolution.
• Ability to provide technical guidance and coaching to others, while promoting consistent support processes, service standards, and documentation.
• Strong communication, organization, and problem-solving skills, with the ability to manage competing priorities, work independently, and communicate technical issues to nontechnical audiences

Preferred

• Associate or bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience
• Experience with Microsoft Azure, Microsoft Intune, and cloud-based identity and device management
• Experience supporting servers, network, backup, security, or disaster recovery operations
• Knowledge of cybersecurity best practices, incident response, and PowerShell automation
• Experience coordinating vendors, managed service providers, technology projects, or office infrastructure initiatives
• Relevant certifications such as CompTIA A+, Network+, Security+, Microsoft 365 Certified, Azure Fundamentals, or ITIL Foundation

SALARY RANGE

Albert Uster Imports hires exceptional people to perform a wide variety of important functions that contribute to the success of the Company. One of the ways AUI does that is through a competitive compensation package. The base salary for this role will be $95,000 - $105,000.

This role will be bonus eligible.

Based on your qualifications, previous experience, and transferrable skills, the Company will determine at its sole discretion, the salary offered.