IT Support Lead
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Job Location:
Washington, AR - USA
Yearly Salary:
$ 80000 - 95000
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
About the Position
The IT Support Lead reports to the VP Information Security and will oversee the day-to-day delivery of L1/L2 IT support operations at FiscalNote. This role provides direct leadership and coaching to two IT Support Engineers ensuring effective ticket resolution excellent customer service and strong process adherence. While remaining a senior escalation point for complex issues the Support Leads primary responsibility is to manage the support function at the operational level enabling IT leadership to focus on strategic initiatives.
About the Team
The FiscalNote IT team supports all employee technology needs worldwide including collaboration platforms email identity and productivity systems. As a modern technology organization we leverage tools that meet strict security standards while delivering a great user experience. The IT Support Lead plays a key role in ensuring consistent reliable and efficient front-line support.
About You
You are a proven IT support professional who thrives in people leadership and operational management. You can balance workload prioritization staff development and customer service metrics while remaining technically capable of stepping in on challenging issues. You value structure accountability and continuous improvement at the team level.
The salary range for the role is $80000 - 95000 per year.
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What To Expect In This Position
- Provide daily leadership coaching and performance management for two IT Support Engineers
- Manage the IT support queue prioritizing and assigning requests to meet SLA commitments
- Act as a senior escalation point for complex or critical IT support incidents
- Maintain IT asset lifecycle management (inventory procurement deployment decommissioning)
- Drive improvements in IT documentation knowledge base and training materials
- Partner with IT leadership on execution of process improvements automation rollouts and service enhancements (without owning strategic design)
- Ensure smooth and consistent employee onboarding/offboarding experiences
- Research and recommend new tools and practices; support implementation led by IT leadership
- Support core IT systems including but not limited to FiscalNotes collaboration suite identity management Mobile Device Management (MDM) and Antivirus
- Participate in the IT support escalation rotation as needed
- Leverage AI tools to automate repetitive IT workflows including ticket triage routing and status updates within FreshService
- Champion the use of AI-assisted documentation to maintain an accurate up-to-date knowledge base with minimal manual overhead
- Support the teams responsible use of Claude and other approved AI tools for drafting runbooks SOPs and internal communications
What Sets You Apart
- 5 years of IT Service Desk / Support experience with at least 12 years in a team lead supervisor or managing role
- Strong leadership skills with the ability to delegate coach and hold team members accountable
- Expert troubleshooting across macOS and Windows environments
- Advanced knowledge of Google Workspace Microsoft 365 and enterprise collaboration tools
- Hands-on experience with Okta Jamf Intune and enterprise ITSM platforms (FreshService preferred)
- Strong networking knowledge (switches routers firewalls Wi-Fi VPNs)
- Excellent written and verbal communication skills
- Experience working within compliance frameworks such as SOC 2 / SOX with focus on adhering to established IT controls and processes
- Highly organized with proven ability to manage competing priorities
- Familiarity with AI-assisted IT operations tools (e.g. AI ticket summarization predictive routing or chatbot-based Tier 0 deflection)
- Exposure to prompt engineering or workflow automation using LLM-based tools in an IT or enterprise support context
- Experience evaluating AI tools against SOC 2 / security requirements prior to deployment
$80000 - $95000 a year
Excited about this role but dont meet 100% of the expected qualifications listed above Wed still love for you to apply!
When applying to FiscalNote rest assured that your application is reviewed by a living breathing human being and evaluated based on key competencies needed for success in the position. Our Recruiting team maintains awareness of all open roles which means your application may be assessed against multiple positions and we will reach out to gauge your interest in other opportunities as appropriate. Questions or concerns Contact@ wed be happy to connect!
As part of FiscalNotes commitment to creating an accessible and inclusive hiring process we strive to provide reasonable accommodations for persons with medical conditions or disabilities that will enable their access to the hiring process. If you need an accommodation please send an email to@ to let us know the nature of your request.
About FiscalNote
FiscalNote (NYSE: NOTE) is a leader in policy and global intelligence. By uniquely combining data technology and insights FiscalNote empowers customers with critical insights and the tools to turn them into action.
Home to CQ FrontierView VoterVoice and many other industry-leading brands FiscalNote helps organizations stay ahead of political and business risk.
At FiscalNote We Lead with Values
Know your Audience Find the Truth Drive Alignment Level Up Own the Job Bias for Action Support the Family
Company Benefits
FiscalNote supports our people by enabling team members with flexibility and benefits to promote well-being and balance ensuring all FiscalNoters can bring their authentic selves to work. We start by offering competitive salaries retirement accounts and equity packages to ensure were all FN owners. Plus our comprehensive benefits packages align with regional requirements and expectations no matter where you are located across the globe. Learn more at values diversity. We are committed to equal opportunities and creating an inclusive environment for all our employees. We welcome applicants regardless of ethnic origin national origin gender race religious beliefs disability sexual orientation or age. FiscalNote is an EEOC employer.
About Company
The #1 most trusted partner for managing the global issues and policy affairs that present the biggest risks and opportunities to your organization.
