Tech Support Lead

Position Summary

The Christian and Missionary Alliance (C&MA) is seeking an experienced Tech Support Lead. This full‑time position is located in Reynoldsburg, Ohio, and reports to the Client Services Director. The role provides advanced Help Desk support to C&MA and district staff, resolves hardware, software, cloud service, and endpoint management issues, and oversees the full lifecycle of PC and Mac client hardware—from vendor negotiations and purchasing through deployment and asset tracking.

The position also manages user identities, security policies, and device compliance via Microsoft Entra  Intune, supports remote and hybrid workers, administers mobile device management, contributes to knowledge base development, monitors Help Desk performance metrics, and may serve as IT lead for the Biennial General Council.

• Provides advanced IT Help Desk troubleshooting and support to all Alliance employees at the National Office, global workers, and district employees using technology services from the National Office technology group.
• Monitors and reports on Help Desk ticket trends, SLA compliance, and service quality metrics.
• Identifies opportunities to streamline Help Desk workflows, automate repetitive support tasks, and refine standard operating procedures based on ticket trend analysis and end‑user feedback.
• Escalates systems‑level or application‑related programming issues to the appropriate technology team for employees in the field.
• Provides training and orientation to new National Office employees both onsite and offsite, including remote/hybrid onboarding support.
• Assists or facilitates IT training classes, seminars, and cybersecurity awareness initiatives.
• Contributes to IT knowledge base documentation and self‑service resources to improve first‑contact resolution and reduce ticket volume.
• Prepares and delivers regular reports to IT management summarizing Help Desk performance, support trends, emerging issues, and recommendations for capacity, tooling, or process improvements.
• Maintains project updates and communications with vendors and members of the Alliance family.
• Continues professional development through education and training in emerging hardware, software, cloud, and security technologies.
• Provides occasional after‑hours, evening, or weekend support as needed.
• Performs other tasks assigned by IT leadership.

• Oversees PC and Mac client hardware strategy, including research, evaluation, options, package composition, implementation, replacement, warranty fulfillment, budget planning, and end‑to‑end lifecycle management.
• Summarizes the strategy, presents recommendations to leadership, and executes final decisions, including coordinating purchases, vendor negotiations, and relationships.
• Processes all PC and Mac purchases, ensuring device and documentation standards, and repeatable onboarding/offboarding procedures.
• Installs, configures, and maintains computer hardware, software, and endpoint management profiles (e.g., Microsoft Intune) while moving the organization toward automated deployment.
• Tracks computer hardware, software licenses, warranties, and contracts in the IT asset tracking system.
• Maintains and facilitates relationships with software and hardware vendors and suppliers, including negotiations.
• Coordinates with general accounting to reconcile assets for fiscal tracking and depreciation purposes without oversight.

• Participates in security compliance, incident reporting and escalation, a least‑privilege mindset, and handling sensitive data.
• Manages user accounts, groups, security policies, and device objects in Microsoft Entra  (Azure AD) and related identity platforms for Alliance employees and systems.
• Administers and maintains multi‑factor authentication (MFA), conditional access policies, and endpoint compliance configurations.
• Manages and supports mobile device management (MDM) for organization‑owned and BYOD mobile devices.
• Supports and troubleshoots VPN, remote desktop, and other remote access solutions for distributed and global workers.

• Coordinates…