IT Support Lead Engineer

Position Overview: As the IT Support Lead, you will be responsible for leading the desktop support team and providing hands-on technical support to our employees. You’ll work across a range of platforms and tools, including Okta, Google Workspace, Jira, Jamf, Intune, Windows, Mac, and Zoom. This is a position with a strong focus on leading, troubleshooting, system management, and ensuring the productivity of Wunderkind’s users.

Key Responsibilities:

• Responsible and accountable for the supervision, technical development, and guidance for the IT Support Team
• Manage Jira ticket system, ensuring tickets are resolved and updated daily.
• Provide hands-on desktop support for both Windows and Mac environments.
• Oversee and support the use of key tools and platforms, including Okta, Google Workspace, Jira, Jamf, Intune, and Zoom.
• Manage day-to-day IT requests and incidents, ensuring timely resolution of technical issues.
• Lead and mentor the desktop support team, providing guidance and technical assistance.
• Maintain hardware and software inventories, ensuring devices are properly configured and managed.
• Assist with onboarding and offboarding employees.
• Maintain IT documentation, ensuring up-to-date records of processes and procedures.
• Troubleshoot network and connectivity issues as needed.

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Knowledge areas desired:

1. IT Ticketing and Escalation Processes
2. Directory Services and Permissions
3. Apple enterprise endpoint management concepts (macOS, iOS)
4. Audio-Visual: Webinars, Conferencing, et. al. set-up and configuration
5. Above average language and written communication skills
6. Application services management and troubleshooting
7. Basic understanding of security concepts

Core Technical Competencies (not all required):

1. Enduser services management of the following:
1. Jira and Confluence
2. Google Workspace
3. Okta
4. Zoom
5. Slack
6. Jamf / Intune (95% macOS / 5% Windows)
7. Others per need
2. Audio-Visual concepts, configurations and capabilities
3. Basic network knowledge (TCP/IP, DNS, VLANs and WAPs)

On the fence? Apply anyway! We know that imposter syndrome can get in the way of meeting incredible candidates, and don’t want it to get in the way of meeting you!

Learn More About Our Company, Culture and 5 Core Values: 

DRIVE UNDENIABLE PERFORMANCE: 

• Wunderkind is a leading performance marketing engine that delivers tailored experiences at scale
• Digital businesses use Wunderkind to remember who users are better than ever before, allowing them to deliver high-performing, one-to-one messages on websites, through emails and texts, and in ads at a scale that’s not otherwise possible 

COME HUNGRY:

• Driving $1.2 billion dollars annually in revenue for top eComm brands including Hugo Boss, Gucci, Lenovo, Cole Haan, HelloFresh and more 
• Incredible growth and development opportunities for top performing employees whether it be a leadership track or building out your own unique specialities 

CARRY EACH OTHER:

• Unwavering commitment to culture, community, office events, and DEI initiatives
• Fully stocked snacks, beverages, and in-office weekly catered lunch
• Exceptional management training programs and internal opportunities for 1:1 coaching

BOUNCE BACK:

• Company support and flexibility through all professional and personal development 
• Generous PTO package, National Holiday closures, Summer Fridays, Parental Leave, and more!

RESPECT PEOPLE, PRIVACY, IDEAS: 

• Proud to be an equal opportunity and safe workplace 
• Strongly committed to equal employment opportunities for all races, colors, ancestries, national origins, marital statuses, age, citizenship, disabilities, genders or gender identities, or Veteran status

The base salary range for this role is $80,000 - $100,000. Actual compensation packages are based on several factors that are unique to each specific candidate; including but not limited to skill set, depth of experience, applicable certifications, and geographic work location. This may vary depending on living location and market rate.

Wunderkind is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

THIS POSITION IS NOT REMOTE

CANDIDATE MUST RESIDE IN NYC METRO AREA

LOCATION: MANHATTAN, NEW YORK CITY

WORKING HOURS: 9am to 6pm M-F