IT Support Team Lead
Core
Lead, supervise, and develop a technical support team while managing escalations, incident response, and software deployments for payment and education technology systems.
Role type
Senior IC IT Support Team Lead
Builds
Payment technology and education services for higher education institutions, K-12 schools, and individual students/families
Domain
EdTech / Payment Technology
Required skills
Team leadership and performance management, Incident management and stakeholder communication, Software deployment and Change Control Board facilitation, Technical support for bespoke applications, System monitoring and alert management, ServiceNow, Datadog, Rundeck, Postman, AWS, Database technologies
Preferred skills
AI tools for process improvement (e.g., Claude), Security clearance eligibility
Technologies
ServiceNow, Datadog, Rundeck, Postman, AWS
Responsibilities
Lead, supervise, coach, and develop team members through performance management and training; Run incident management processes and provide proactive communication to stakeholders; Manage team schedules, workload allocation, and technical resource assignments; Manage software deployments and oversee Change Control Board meetings; Analyze client needs and facilitate team understanding; Share responsibility for developing and maintaining policies and procedures; Accept ticket and call escalations requiring supervisor involvement.
Seniority
Senior, hands-on IC with mentorship duties
