Responsibilities: 1. Lead and mentor IT Support Technicians, ensuring timely issue resolution. 2. Develop and implement KPIs using Jira Service Management. 3. Oversee maintenance of Windows and macOS machines via Hexnode MDM. 4. Manage software/hardware setup, ensuring security compliance. 5. Coordinate new employee onboarding and departing employee account/equipment breakdown. 6. Investigate and resolve escalated support tickets promptly. 7. Provide comprehensive IT training to employees. 8. Administer employee-facing systems like Google Workspace and Slack. 9. Maintain clear communication with colleagues. Qualifications: 1. 3-5 years IT Support Technician experience, with 1+ years in a team lead role. 2. Proficiency in scripting languages (Python, Bash, PowerShell). 3. Experience in automating IT support processes. 4. Strong macOS/Windows support and network troubleshooting skills. 5. Excellent problem-solving and communication skills. 6. Proactive attitude and commitment to delivering superior support. 7. Strong professional curiosity and willingness to learn new technologies.