Tech Support Lead

Position Summary
The Christian and Missionary Alliance (C&MA) is seeking an experienced Tech Support Lead. This is a full-time position located in Reynoldsburg, Ohio. This position is under the direction of the Client Services Director and is responsible for providing advanced Help Desk support to C&MA and district staff, resolving hardware, software, cloud service, and endpoint management issues. This role oversees the full lifecycle of PC and Mac client hardware, including vendor negotiations, purchasing, deployment, and asset tracking, while managing user identities, security policies, and device compliance through Microsoft Entra  Intune.

The position also 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. In the performance of these duties, this position will support the overall mission of the C&MA as described below.
Specific Duties
Help Desk & End-User Support

• Provides and oversees advanced IT Help Desk troubleshooting and support to all Alliance employees at the National Office (N.O.), to global workers, and to district employees who use technology services provided by the National Office technology group, primarily involving issues relating to company hardware, software, cloud services, and endpoint management, including resolving application-related support tickets using technical expertise and exceptional customer service skills
• 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
• For employees in the field, reports and escalates systems-level or application-related programming issues to the appropriate technology team employees
• Provides training and orientation to new N.O. 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
• Occasional travel, after-hours, and weekend support may be required
• Other tasks assigned as needed by IT leadership

Hardware & Asset Management

• Oversees PC and Mac client hardware strategy including research, evaluation, options, package composition, implementation, replacement, warranty fulfillment, budget planning, and and-to-end lifecycle management
• Summarizes the above strategy and presents recommendations to higher levels of authority; participates in discussions based on recommendations, and executes the final decision, including making purchases; coordinates annual PC client purchase, including timing, vendor negotiations, and relationship development
• Processes all PC and Mac purchases, ensuring device standards, documentation standards, and repeatable onboarding/offboarding processes
• 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
• Without oversight, coordinates with general accounting the reconciliation of assets for fiscal tracking and depreciation purposes

Identity, Security & Endpoint Management

• Participates in security compliance, including incident reporting/escalation expectations, 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

General Council IT Leadership

• Coordinates with the National Office Council team to provide technology support per Council requirements
• Provides set-up and technology support for various offices onsite (Office of the Corporate Secretary, etc.), and miscellaneous support as…