Senior IT Support Team Lead

Forescout Technologies is seeking a hands-on Senior IT Support Team Lead to provide technical leadership and drive excellence in end-user and executive support. 
In this role, you will lead and mentor the IT support team, ensuring the efficient management and resolution of support tickets while maintaining a high standard of service. You will oversee the deployment and delivery of laptops, desktops, and A/V technology, as well as asset and security management. Additionally, you will provide high-touch, white-glove support to executives, ensuring seamless technology experiences for leadership teams. With a strong focus on proactive support, reporting, and continuous improvement, you will play a key role in optimizing daily IT operations and delivering a seamless technology experience for all end users.

Key Responsibilities

Technical Leadership & Strategy

• Lead the global desktop support team, ensuring high-quality IT service delivery and user satisfaction.
• Provide hands-on support to resolve desktop and technology issues.
• Own the end-to-end lifecycle of laptop/desktop procurement, deployment, and management worldwide.
• Establish and enforce security policies for device deployment, ensuring compliance with organizational standards.
• Manage asset inventory across all regions, ensuring accurate tracking and timely updates.
• Identify opportunities for process improvements, software fixes and implement best practices to enhance the efficiency of team and reduce ticket / request workload.

IT Support & Service Management

• Oversee onboarding, offboarding, Windows and Mac device imaging processes.
• Ensure timely ticket resolution and proactive issue management to minimize disruptions.
• Work closely with other IT teams, including network, security and application support, to resolve cross-functional issues and projects.
• Act as the primary escalation point for critical desktop and laptop issues, providing advanced troubleshooting support.
• Familiar with IT Service Management tools.  Experience with JSM is preferable.
• Collaborate with cross-functional teams, including HR, security, and infrastructure, to align IT support with business needs.
• Maintain and update knowledge base articles for common technical issues and best practices.

Stakeholder & Vendor Management

• Build and maintain strong relationships with stakeholders, executives, and vendors to ensure seamless IT service delivery.
• Work closely with software and hardware vendors to manage procurement, inventory, licensing, and troubleshooting.
• Generate regular reports on team performance, incident resolution times, and user satisfaction to drive continuous improvement.

Team Leadership & Operations

• Manage IT support staff scheduling, ensuring adequate coverage during business hours and on-call support as required.
• Provide guidance, mentorship, and performance feedback to the desktop support team.
• Drive team efficiency by implementing best practices, process automation, and strategic planning.
• Generate regular reports on team performance, incident resolution times, and customer satisfaction and provide recommendations accordingly.

• Proven ability to lead a team, drive process improvements, and manage IT operations effectively.
• Excellent analytical and problem-solving skills, with the ability to prioritize and execute tasks under pressure.
• Strong communication skills, capable of translating complex technical concepts into user-friendly explanations.
• Self-motivated, with the ability to prioritize and execute tasks effectively in high-pressure situations. 

What You Will Bring To Forescout

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 8-10 years of experience in IT support, helpdesk, or desktop management.
• 2+ years of experience in a leadership or technical support management role.
• Experience as a systems or application administrator is a plus.
• Excellent analytical and problem-solving skills with keen attention to detail. 

• Deep knowledge and strong troubleshooting skills with Windows 10/11, macOS, and enterprise device management.
• Very strong knowledge and hands on experience with Microsoft 365 E3 or E5, AD, SharePoint, and OneDrive.
• Hands-on experience with MDM tools (i.e. Workspace One, Kandji), MFA (Okta), VPNs (Cisco/Zscaler), patch management, and endpoint security.
• Solid understanding of networking fundamentals (IP, DHCP, VPN, Wi-Fi).
• Working knowledge and hands on experience with audio/video conferencing technologies (Zoom, Teams, WebEx)
• Proven hands-on experience in hardware troubleshooting and strong technical knowledge of current protocols, operating systems, and software, including Windows, macOS, Microsoft Office, and other productivity tools.
• Extensive experience supporting computer equipment, including Mac, PC, and mobile devices (iOS, Android, Windows)