IT & Security Support US Team Lead (Hands-On) (Reston, VA Office, Hybrid 3 days/week)

Armis, the cyber exposure management & security company, protects the entire attack surface and manages an organization’s cyber risk exposure in real time. In a rapidly evolving, perimeter-less world, Armis ensures that organizations continuously see, protect and manage all critical assets - from the ground to the cloud. Armis secures Fortune 100, 200 and 500 companies as well as national governments, state and local entities to help keep critical infrastructure, economies and society stay safe and secure 24/7.

Armis is a privately held company headquartered in California.

Location: Reston VA (Reston, VA Office, Hybrid 3 days/week)
Reports to: Global IT & Security Support Manager

This is a hands-on team leader role with strategic and direct influence on company employees and systems performance. This role oversees IT and Security support for both Commercial and Federal environments.

The Opportunity: 

Service excellence & operational efficiency:

• Deliver top-level support: Provide top-tier technical support to internal employees and systems globally, maintaining and improving a professional and customer-centric approach.
• Ensure employees' smooth onboarding: Review and streamline as much of the employee onboarding process as possible to eliminate all frictions and ensure a smooth process from start to finish.
• Adhere to standards: Strictly follow established IT & Security processes, procedures and meeting key performance indicators (KPIs) to ensure operational efficiency.
• Enhance knowledge resources: Create and continuously improve technical documentation, training materials, and knowledge base articles to streamline the support process and empower both the team and end-users.

Collaboration & communication:

• Cross-functional partnership: Collaborate effectively with other teams and departments to understand, research, and resolve complex problems that require a multi-faceted approach.
• Process orientation: Develop and implement processes and procedures to enhance global team alignment, collaboration, and communication.
• Champion teamwork: Foster a strong sense of teamwork and collaboration within the IT & Security support team and across the organization.
• Transparent communication: Facilitate clear and proactive communication within the team and with stakeholders, ensuring everyone remains informed about ongoing issues, resolutions, and project updates.

Team leadership & development:

• Optimize team performance: Prioritize tasks strategically matching responsibilities to team members' skills and expertise. Track tasks and projects progress to ensure delivery and commited timelines. Oversee daily operations to ensure the team consistently meets or exceeds service level agreements (SLAs) and resolves issues efficiently.
• Cultivate a high-performing team: Provide guidance, mentorship, and development opportunities to IT & Security Support US team. This includes conducting performance reviews, identifying individual training needs, and fostering a positive and collaborative work environment.
• Team development: Enhance the team's technical expertise to manage all IT & Security support issues by providing comprehensive training and development opportunities, including in-depth troubleshooting.

What we expect: 

• Proven leadership: 2-3+ years of demonstrated experience leading and mentoring a technical support team.
• Essential system expertise: 5+ years of hands-on experience supporting enterprise-level systems, including Okta, Google Workspace, and Microsoft Office Suite.
• Federal: Experience working with Federal regulated environment and processes.
• Technical proficiency: 5+ years of experience effectively troubleshooting a wide range of IT & Securty issues, encompassing hardware, software, permissions, and network connectivity.
• U.S. Citizenship: Due to the nature of this role, U.S. citizenship is a strict requirement.

Preferred skills: 

• Deep understanding of operating systems: macOS, Windows, Linux
• Network fundamentals: TCP/IP, DNS, DHCP, routing, switching, firewalls
• Experienced with Enterprise SaaS systems: Experience with common productivity software (