Armis & Security Support US Team Lead Hands-On Reston VA Office Hybrid days/week 

United States, Virginia 

960839308

Reports to: Global IT & Security Support Manager

:

Service excellence & operational efficiency:

• Deliver top-level support: Provide top-tier technical support to internal employees and systems globally, maintaining and improving a professional and customer-centric approach.
• Ensure employees' smooth onboarding : Review and streamline as much of the employee onboarding process as possible to eliminate all frictions and ensure a smooth process from start to finish.
• Adhere to standards: Strictly follow established IT & Security processes, procedures and meeting key performance indicators (KPIs) to ensure operational efficiency.
• Enhance knowledge resources: Create and continuously improve technical documentation, training materials, and knowledge base articles to streamline the support process and empower both the team and end-users.

Collaboration & communication:

• Cross-functional partnership: Collaborate effectively with other teams and departments to understand, research, and resolve complex problems that require a multi-faceted approach.
• Process orientation : Develop and implement processes and procedures to enhance global team alignment, collaboration, and communication.
• Champion teamwork: Foster a strong sense of teamwork and collaboration within the IT & Security support team and across the organization.
• Active sync : Ensure active US IT & Security Support team synchronization with IL team.
• Transparent communication: Facilitate clear and proactive communication within the team and with stakeholders, ensuring everyone remains informed about ongoing issues, resolutions, and project updates.

Team leadership & development:

• Proactive monitoring : Continuously monitor global processes, communication channels and support flow to ensure “follow the sun” IT & Security support on US time zones and beyond if needed.
• Escalation : Being the IT & Security support on US time zones escalation leader, ensuring continuous communication and technical resolution of issues
• Optimize team performance: Strategically prioritize tasks, matching responsibilities to team members' skills and expertise. Track tasks and projects' progress to ensure delivery and committed timelines. Oversee daily operations to ensure the team consistently meets or exceeds service level agreements (SLAs) and resolves issues efficiently.
• Cultivate a high-performing team: Provide guidance, mentorship, and development opportunities to IT & Security Support US team. This includes conducting performance reviews, identifying individual training needs, and fostering a positive and collaborative work environment.
• Team development : Enhance the team's technical expertise to manage all IT & Security support issues by providing comprehensive training and development opportunities, including in-depth troubleshooting.
• Ensuring Global visibility : Ensure continuous team efforts visibility, issues and projects status proactively with IT & Security Global team.

Required qualifications:

• Proven leadership: 2-3+ years of demonstrated experience leading and mentoring a technical support team.
• Essential system expertise: 5+ years of hands-on experience tier-3 supporting enterprise-level systems. Must have Okta, Google Workspace, and Microsoft Office Suite admin skills and experience.
• Federal : Experience working in a federally regulated environment and processes.
• Technical proficiency: 5+ years of experience effectively troubleshooting a wide range of IT & Security issues, encompassing hardware, software, permissions, and network connectivity.
• U.S. Citizenship: Due to the nature of this role, U.S. citizenship is a strict requirement.
• Excellent and proven serviceability skills

Preferred skills:

• Deep understanding of operating systems: macOS, Windows, Linux
• Network fundamentals: TCP/IP, DNS, DHCP, routing, switching, firewalls
• Experienced with Enterprise SaaS systems: Experience with common productivity software, EDR, and other applications used by the organization.
• Cloud computing: Familiarity with cloud platforms (AWS, Azure, Google Cloud) and SaaS applications
• Security best practices: Knowledge of security protocols, data protection, and threat mitigation
• Remote support tools: Proficiency in using remote access tools for troubleshooting and support
• Excellent verbal and written communication and interpersonal skills
• Strong analytical and problem-solving skills, ability to troubleshoot issues and summarize
• Ability to be patient with non-technical users and simplify processes and procedures

• Excellent documentation capabilities
• Very high motivation and willingness to continuously learn
• High level of independence and time management skills
• Team player state of mind, caring about the impact of infrastructure on its users