ABOUT THE ROLE…
We are seeking a highly skilled and customer-focused Senior IT Support leader to join our IT Operations team. This role is responsible for delivering advanced technical support, mentoring junior staff, and driving continuous improvement in end-user services across the organization. You will serve as an escalation point for complex issues while ensuring a high standard of service delivery and operational excellence.
WHAT WILL YOU BE RESPONSIBLE FOR?
Technical Support & Incident Management
- Provide support for hardware, software, network, and cloud-related issues
- Act as the primary escalation point for complex incidents and service requests
- Troubleshoot and resolve issues across endpoints, mobile devices, and enterprise applications
- Manage and prioritize incidents within ticketing system.
- Lead root cause analysis and implement long-term fixes
Systems & Infrastructure Support
- Administer and support:
- Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive)
- Active Directory / Azure AD (Entra ID)
- Endpoint management tools (Intune)
- Support network troubleshooting (Wi-Fi, LAN/WAN, Zscaler)
Service Improvement & Automation
- Identify opportunities to improve support processes and user experience
- Develop and maintain documentation, knowledge base articles, and standard operating procedures
- Automate recurring tasks using PowerShell or scripting tools
- Participate in IT projects (deployments, migrations, rollouts)
Leadership & Mentorship
- Mentor and guide junior IT support staff
- Assist in training users and team members on new technologies
- Contribute to performance improvement of the help desk function
User Experience & Communication
- Provide exceptional customer service with clear communication to technical and non-technical stakeholders
- Collaborate with cross-functional teams (Security, Infrastructure, Applications)
- Manage executive-level support when required
REQUIREMENTS:
- Bachelor’s degree in IT, Computer Science, or equivalent experience
- 5+ years of IT support experience, including hands-on troubleshooting in enterprise environments
- Strong expertise in:
- Windows OS and enterprise applications
- Microsoft 365 ecosystem
- Active Directory / Identity & Access Management
- Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP)
- Experience with endpoint management and device provisioning
- May require occasional after-hours support or on-call rotation
PREFERRED QUALIFICATIONS
- Certifications such as:
- Microsoft Certified (Modern Desktop / Azure / M365)
- CompTIA A+, Network+, or Security+
- Experience with:
- Scripting (PowerShell, Python)
- Zero Trust / security best practices
- Remote support and global organizations
- Exposure to cloud platforms (Azure preferred)
WHAT’S IN AN OFFER?
As a colleague at Scandinavian Tobacco Group, you will receive a comprehensive compensation package as a generous benefits package.
• Comprehensive Health Care, Vision & Dental Plan
• Flexible Spending Account
• Disability Plans
• Basic & Supplemental Life Insurance
• Additional Supplemental Benefits
• Paid Vacation, Paid Time Off (PTO) days, Holidays
• 401(k) Retirement Saving Plan including a generous Company match
Our company uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.e-verify.gov.
*Please be informed that this Direct Search is conducted exclusively by the Scandinavian Tobacco Group. We do not accept applications from agencies, and we will not provide compensation for unsolicited CVs.
**This position does not offer Visa sponsorship. Candidates must have valid work authorization in the United States and only qualified candidates will be contacted.