IT Support Lead - Office-based role

About Us

A little about us. We connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.

We are recognized as a Most Loved Workplace, and we think it’s because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day to day and thrive.

The Role

We are seeking an experienced and motivated individual to join our team as a Global IT Support Lead. In this role, you will play a pivotal role in leading a small team to provide exceptional technical assistance and customer service. This position requires a balance of leadership skills, technical expertise, and a commitment to delivering top-notch support.  This role is based in our Greensboro, NC office and could include both weekday and weekend shifts.

What you’ll do:

• Manage, coach, and develop IT support team members in a specific region.
• Manage the network environment for offices in a specific region, including network planning, hardware purchase/install/maintenance, troubleshooting and incident response.
• Plan, document and execute IT changes within the change management infrastructure for hardware, software and cloud platforms.
• Manage hardware purchasing, asset management, configuration and support for specific regions.
• Maintain IT operating procedures, platform knowledge and troubleshooting documentation in the company Wiki.
• Support all IT associates with advanced troubleshooting as required.

What we expect from you:

• 3 to 5 years experience in information technology or technical support.
• Strong knowledge of computer hardware/OS maintenance and management, including Windows and macOS.
• Excellent hardware and software troubleshooting and problem-solving skills.
• Strong written and verbal communication skills and experience supporting users via chat and video conferencing tools.
• Excellent customer service mentality and willingness to work and communicate within a globally-distributed IT team.
• Experience as a lead and/or supervisor preferred but not required.
• Must be able to lift up to 90 pounds.

What you’ll get in return:

• Full-time employment
• Competitive compensation based on experience
• Attractive benefits package based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture is at our core

Culture leads, success follows. Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal opportunity workplace. We value diversity, inclusion, equity and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact careers@partne