Team Lead IT Support Engineer

Lead IT Support Engineer
Onsite in Andover, MA
Monday–Friday, 9AM–5PM

We are seeking a Lead IT Support Engineer to support a global biotech organization focused on organ‑transport technology. This is a fully onsite, Monday‑Friday role where you will both lead a team of four IT Support Engineers and serve as the senior hands‑on technical resource. The Lead manages scheduling, escalations, ticket oversight, and ensures white‑glove service for a highly visible end‑user population.

This position requires a strong technical foundation across Mac, Windows, identity platforms, and endpoint management tools, combined with excellent customer‑facing skills and the ability to maintain a high‑performing support environment.

• Advanced Power Shell scripting, including using scripts to push updates and automate tasks
• Strong Mac and Windows support experience (hardware, software, OS configuration, imaging)
• Microsoft Active Directory (creating groups, assigning apps, managing permissions)
• Microsoft 365 administration and troubleshooting
• Azure and Microsoft Entra  (Identity and Access Management)
• Intune for device management and application deployment
• OKTA administration and identity lifecycle tasks
• JAMF for Mac management and policy enforcement
• MDM platform experience and Apple Business Manager
• 7+ years of end‑user/desktop/helpdesk support
• Incident management and ITSM/ticketing systems experience
• Hardware repair, configuration, reimaging, and break/fix troubleshooting
• Excellent customer‑facing and white‑glove support capabilities
• Prior experience leading or supervising helpdesk/desktop teams
• Bachelor’s degree required

• Provide senior‑level support for Mac and Windows devices, break/fix issues, and image builds
• Take calls, emails, and walk‑ups; ensure accurate and timely ticket updates and closures
• Act as the primary escalation point for complex or high‑priority issues
• Manage team scheduling, workload distribution, and quality of service delivery
• Troubleshoot OS issues, reinstall software/drivers, and support enterprise applications
• Handle install/move/add/change requests and maintain a stable desktop environment
• Manage identity and access tasks through AD, Entra , OKTA, and M365
• Uphold white‑glove standards and ensure a high‑quality end‑user experience

• Service Now or similar ITSM experience
• Experience supporting global user groups

• Fully onsite in Andover, MA, Monday‑Friday, 9AM–5PM
• Parking covered if applicable
• 1–2 interview rounds
• Long‑term program with strong potential for conversion

This is a Contract position based out of Andover, MA.

The pay range for this position is $30.00 - $40.00/hr.

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long‑term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Final date to receive applications:
This position is anticipated to close on Feb 28, 2026.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.