Team Lead, Support Technician

Company Description

Palmetto is a leading clean tech company on a mission to accelerate the transition to a clean energy future. With a belief that consumers can have it all we are an uncompromising energy company that makes coming clean a no brainer. Our award-winning technology platform empowers homeowners businesses and entrepreneurs to adopt renewable energy through simple scalable and innovative solutions. Operating at the intersection of B2B and D2C we offer software financial products and services that drive real environmental impactwithout compromising value. We deliver end-to-end solutions for whole home electrification that put clean energy within reach for all.

Our employees are our most valuable resource. We foster a promote-from-within culture that prioritizes talent development career growth and purpose-driven work. Palmetto offers a comprehensive benefits packageincluding unlimited PTO medical dental and vision coverage paid parental leave retirement plans and moreso you can have it all both personally and professionally. Palmetto prioritizes people planet and profitbacked by a culture that values collaboration impact and balance. Join us in building a brighter cleaner world.

Location

This position will be based in Charlotte NC.

Reporting

This position will report to the Manager Core Systems.

Summary of Role

The Team Lead Support Technician is responsible for overseeing day-to-day IT support operations while actively mentoring and managing a team of Support Technicians. This role combines hands-on technical expertise with leadership stakeholder engagement and continuous improvement.

In addition this role will act as a champion for AI-driven and agentic support identifying and implementing opportunities to scale IT support through automation intelligent workflows and AI-powered agents. You will play a key role in evolving the support model to efficiently serve a growing user base (700 employees and contractors) while maintaining a high-quality end-user experience.

Strategic & Tactical

Team Leadership & Operations:

• Lead mentor and support a team of Support Technicians providing guidance training and performance feedback
• Oversee daily ticket queue operations ensuring SLA adherence and high-quality service delivery
• Assign prioritize and escalate tickets as needed while maintaining visibility across team workload
• Establish and enforce support standards workflows and best practices
• Act as the primary escalation point for complex technical and operational issues

Technical Support & Systems Administration:

• Provide advanced (Level 2/3) support for Palmetto Core Systems including but not limited to:
  Google Workspace OneLogin Office 365 Slack Atlassian (Jira/Confluence) Intercom Bitdefender Rippling Figma Zoom and 1Password
• Oversee account lifecycle management (provisioning access control onboarding/offboarding)
• Troubleshoot hardware and software issues across Windows and Mac environments
• Manage device deployment inventory and lifecycle processes for in-office and remote employees

AI & Agentic Support Enablement:

• Champion the adoption of AI-powered and agentic support solutions to scale IT operations and improve response times
• Identify design and implement opportunities for automation across support workflows (ticket triage access requests onboarding knowledge retrieval)
• Partner with internal teams to deploy AI agents and self-service capabilities within tools like Slack Jira Service Management and knowledge bases
• Continuously evaluate emerging AI tools and recommend solutions that enhance support efficiency and user experience
• Drive reduction in manual ticket volume through intelligent automation and proactive support strategies
• Establish metrics to measure the effectiveness of AI/agentic support (deflection rate resolution time user satisfaction)

Stakeholder Engagement & Cross-Functional Support:

• Serve as the primary IT point of contact for stakeholders across departments
• Be the primary point of contact and escalation for the Charlotte office for all things IT related
• Manage vendor relationships for in office services such as Spectrum
• Partner with HR People Ops and Facilities on onboarding offboarding office support and equipment lifecycle initiatives
• Collaborate with business teams to understand system tooling and workflow challenges and drive scalable solutions
• Translate technical issues into clear actionable communication for non-technical stakeholders

Process Improvement & Project Delivery:

• Lead and contribute to IT projects including system implementations automations and process improvements
• Drive continuous improvement of support workflows ticket handling and end-user experience
• Identify opportunities for automation across MDM SSO/SAML and onboarding processes
• Manage team projects and initiatives through Jira Service Management

Documentation & Knowledge Management:

• Own and maintain IT documentation policies and knowledge base (Confluence)
• Standardize support procedures and ensure documentation is current and accessible
• Promote knowledge sharing within the team and across the organization
• Ensure documentation is structured to support AI-driven knowledge retrieval and self-service

Qualifications

• 47 years of IT support or systems administration experience
• Prior experience leading or mentoring a support team strongly preferred
• Experience implementing or working with automation scripting or AI-driven support tools is highly preferred
• Strong experience with SaaS administration MDM SSO/SAML and endpoint security tools
• Experience working with ticketing systems (Jira Service Management preferred)
• Proven ability to manage projects and improve operational processes
• Industry certifications (e.g. Google Workspace Microsoft ITIL) are a plus
• Bachelors degree or equivalent experience in a relevant field preferred

Employment is contingent upon the successful completion of a background check.

Equal Employment Opportunity

Palmetto embraces diversity and is an Equal Employment Opportunity employer. Employment is decided on the basis of qualifications merit and business need. We do not discriminate based upon race religion color national origin gender sexual orientation gender identity gender expression age status as a protected veteran status as an individual with a disability or any other status protected under federal state or local law.

To ensure a fair evaluation we may use AI to assist in sorting applications but all final decisions are made by our hiring team and no candidate dispositions are automated. We will keep your information on file for four years from the date of your application. For detailed information about how we handle your data and our use of AI please review our full privacy policy.

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Manager