IT Support Lead

The Role:

We are seeking an IT Support Lead to own day-to-day IT operations, user lifecycle management (onboarding/offboarding), and identity & access management (IAM) for our growing, distributed team. This role goes beyond execution; you'll set the standards, own the processes end-to-end, and serve as the primary technical escalation point and the CISO's key operational partner on access and security matters.

You'll be the go-to person for end-user technical issues across a distributed, remote-first team, while owning the processes that keep access to our systems secure and audit-ready. This is a hands-on role: you'll be provisioning and deprovisioning accounts, managing devices through Intune, driving IAM strategy, and making sure the right people have the right access at the right time.

The ideal candidate has hands-on experience with Microsoft Intune, Google Workspace administration, IAM/access control, core security fundamentals, and thrives in a fast-paced, compliance-driven environment (HIPAA). You've ideally operated as the sole or senior IT resource at a startup, comfortable wearing every hat, owning ambiguous problems independently, documenting your work, and balancing reactive support with proactive process

improvement.

Schedule: Mon-Fri 8am-5pm ET, and as needed to respond to urgent issues. 

Key Responsibilities

IT Support & Operations:

• Serve as the primary point of contact and escalation lead for Tier 1-3 technical support requests via ticketing systems (e.g., HappyFox)
• Support end users across both Windows and macOS environments, including hardware, OS, and application issues
• Troubleshoot connectivity, printing, email, and general software/access issues
• Triage and resolve tickets within defined SLAs, owning escalation paths for complex issues
• Own documentation standards: maintain clear, audit-ready records of common issues, fixes, and internal how-to guides

User Lifecycle Management & IAM:

• Own end-to-end onboarding/offboarding: bi-weekly training for new hires on company systems, attend onboarding meetings, account provisioning, device setup, and access control for new hires and departing employees
• Own identity and access management (IAM) strategy, including the cadence and rigor of periodic user access reviews, role/permission assignment, and timely deprovisioning
• Apply and enforce least-privilege principles when granting or reviewing access to systems and applications
• Support SSO configuration and troubleshoot SaaS application access issues
• Maintain accurate, audit-ready records of who has access to what

Device, Endpoint Management, and Systems Administration:

• Administer Microsoft Intune (MDM) and O365 for a remote, multi-OS device fleet
• Set and enforce security policies across endpoints, including encryption, patching, and compliance configurations
• Support and monitor Microsoft Defender across managed devices
• Handle physical logistics for company devices, including shipping/receiving equipment for new hires, offboarding, and repairs
• Own device inventory tracking and lifecycle management of company hardware, including procurement recommendations
• Manage Google Workspace users, groups, and settings
• Maintain and troubleshoot core SaaS tools used across the organization

Automation & Scripting:

• Build and maintain scripts (PowerShell, Bash) to automate repetitive IT and access-management tasks
• Proactively identify and drive opportunities to streamline onboarding/offboarding and device provisioning workflows

Security & Compliance:

• Support HIPAA controls relevant to IT operations and access management
• Apply strong security fundamentals across endpoints, identity, and access, including encryption, patching, MFA/conditional access, least-privilege enforcement
• Assist with audit evidence collection and enforcement of security policies as needed
• Partner with the CISO on access-related security requests and remediation items

Required Qualifications

• 4-6+ years of IT support experience, including experience as the senior or sole IT resource
• 2-3 years of experience in a startup environment 
• Demonstrated experience being the “one-person IT department” handling infrastructure, security, device management, IAM, and end-user support simultaneously without a larger team to lean on
• Strong working knowledge of security fundamentals: endpoint protection, identity/access security, encryption, patch management, and security best practices in a remote-first environment
• Experience handling PHI and working in HIPAA-regulated environments
• Strong written and verbal communication skills, with the ability to explain technical issues to non-technical staff and represent IT to leadership
• Customer service experience with a deep ability to remain patient, empathetic, and reassuring when supporting our team
• Hands-on experience with Microsoft Intune
• Experience supporting both Windows and macOS environments
• Experience owning IAM / access management strategy and end-to-end onboarding-offboarding processes
• Experience with ticketing systems and managing work within SLAs
• Scripting experience (PowerShell, Bash) for task automation
• Willingness to ship, receive, and temporarily store company equipment (e.g., laptops) at their home as part of device lifecycle logistics
• Ability to work independently, own ambiguous problems, and manage competing priorities in a remote environment
• Must be based in the United States, Eastern Time Zone

Preferred Qualifications and Certifications  

• Familiarity with least-privilege access principles
• Security certifications or demonstrable security-focused project work (e.g., implementing MFA rollout, endpoint hardening, incident response)
• SOC 2 familiarity
• Experience with Microsoft Defender, Azure AD
• Google Workspace administration experience
• Experience mentoring or providing technical guidance to junior IT staff
• Microsoft Endpoint Administrator
• Google Workspace Administrator
• CompTIA Security+
• ITIL Foundation

What Success Looks Like

• New hires are fully onboarded and productive on day one, with no access gaps or delays
• Offboarding is complete and access is revoked promptly, with no orphaned accounts left behind
• IAM access reviews run on a schedule you've defined and refined, with clean, audit-ready documentation
• Tickets are resolved consistently within SLA, with a track record of clear communication
• Endpoints remain compliant, patched, and properly enrolled in Intune
• The CISO can rely on this role for accurate, timely access and security evidence
• IT processes and documentation are mature enough that they could scale to a growing team

Compensation range for this position is between $70K-$80K. The exact amount will depend on direct, relevant experience. 

Our Interview Process

At Nadia Care, we value transparency and want you to feel prepared at every stage of your candidate journey. Below is our standard interview process for this role:

1. Recruiter Interview | 30 minutes
2. Hiring Manager Interview | 1 hour
3. Executive Leadership Interview | 45 minutes

Please note that this process is subject to change, but we will always keep you informed along the way.