No other company in our industry is supercharging the way they work and serve their clients like OneDigital. Fresh thinking has always been the core of OneDigital’s vision and growth strategy. It’s how we stand out in our industry, it’s how we stay competitive and resilient in a changing world. Most importantly, our innovative approach is helping more people do their best work and live their best lives. Innovation fuels our employee experience by making it easier to do your best work anytime, anywhere and from any device. And our tech-based products for clients are a game changer in our industry. If you thrive on change and innovation, OneDigital is the career choice for you.
Our Newest Opportunity:
We are seeking a highly motivated IT Support Lead to oversee day-to-day IT Service Desk operations and ensure consistent, high-quality service delivery. This role owns the Tier 1 support experience and serves as the primary point of contact between IT and the business, ensuring incidents and service requests are managed in accordance with ITIL practices. In environments where availability and user experience are critical, the IT Support Lead drives effective Incident and Service Requests, ensuring timely resolution and controlled escalation to Tier 2 and Tier 3 support teams. The role partners with internal stakeholders, offshore service providers, and technical teams to maintain service stability, meet service level commitments, and continuously improve service performance across the enterprise.
Essential Duties and Responsibilities:
Lead daily service desk operations, including ticket flow, workload balancing, escalations, and queue health.
Oversee Tier 1 support for incidents, service requests, and general IT inquiries.
Ensure consistent service delivery and communication across onshore and offshore support teams.
Supervise endpoint support, including installation, configuration, troubleshooting, and maintenance.
Maintain desktop standards, images, configuration baselines, and technical documentation.
Manage asset inventory and enforce hardware and software lifecycle processes.
Own Request, Incident, and Problem Management using TeamDynamix.
Ensure accurate ticket categorization, prioritization, triage, escalation, and lifecycle management.
Lead problem management efforts, including root cause analysis and long-term remediation.
Drive self-service and shift-left initiatives through knowledge management and automation.
Define, track, and enforce SLAs, including response and resolution targets.
Lead Major Incident Management and operate the Command Center during critical events.
Partner with Infrastructure, Digital Workplace, Network, and Application teams to expedite resolution.
Use analytics to identify trends, reduce repeat incidents, and improve service quality.
Monitor customer satisfaction and key performance indicators, including FCR, MTTR, SLA attainment, and backlog health.
Produce operational dashboards, reports, and executive summaries.
Manage relationships with service providers, vendors, and cross-functional IT teams.
Communicate service changes, outages, and process updates to business stakeholders and leadership.
Qualifications, Skills and Requirements:
Required Skills
Strong technical background in Windows OS, Office 365, Active Directory, networking basics, VPN, endpoint imaging, and device support.
Proven leadership experience in IT support or service desk environments.
Excellent communication, customer service, and problem‑solving skills.
Ability to operate effectively in a fast-paced environment with competing priorities.
Strong organizational skills with exceptional attention to detail.
Offshore & SLA Experience
Experience working with offshore support teams or global BPO providers.
Deep understanding of SLA frameworks, KPI management, and performance analysis.
Tools & Technical Platforms
Experience with ITSM platforms (TeamDynamix preferred; ServiceNow acceptable).
Familiarity with remote support tools and endpoint management technologies.
Scripting or automation experience (PowerShell is a plus)
Education, Training and Experience:
Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
Preferred certifications:
ITIL® Foundation
CompTIA Security+, Network+, Security+
Microsoft MTA/MCSA
Advanced technical training or enterprise support experience is highly beneficial.
Other:
Your base pay is dependent upon your skills, education, qualifications, professional experience, and location. In addition to base pay, some roles are eligible for variable compensation, commission, and/or annual bonus based on your individual performance and/or the company’s performance. We also offer eligible employees health, wellbeing, retirement, and other financial benefits, paid time off, overtime pay for non-exempt employees, and robust learning and development programs. You will receive reimbursement of job-related expenses per the company policy and may receive employee perks and discounts.
To learn more, visit: www.onedigital.com/careers
To learn more, visit: www.onedigital.com/careers
OneDigital is an equal opportunity employer. Not only as a matter of standard, but to honor and celebrate our differences. We believe that the power of ONE starts with you. We are committed to cultivating and preserving a culture that celebrates diversity, insists on equity and inclusion, and connects us. Ensuring our people feel seen, valued, respected, and supported is fundamental to our core values and business goals.
OneDigital provides equal employment opportunities to all employees and applicants for employment regardless of their: veteran status, uniformed servicemember status, race, color, religion, sex, sexual orientation, gender identity, age (40 and over), pregnancy (including childbirth, lactation and related medical conditions), national origin or ancestry, citizenship or immigration status, physical or mental disability, genetic information (including testing and characteristics) or any other category protected by federal, state or local law (collectively, “protected characteristics”). A copy of the Federal EEO poster is linked here.
Pursuant to local Fair Chance Ordinances, we will consider qualified applications with arrest or conviction records for employment. For applicable candidates, the following ordinances are linked here to inform you of your rights as an applicant:
City and County of San Francsico
Employment decisions shall comply with all other applicable federal, state and city/county laws prohibiting discrimination in employment. OneDigital complies with all criminal history inquiry [or ‘ban the box’] laws in California, Connecticut, Colorado, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New Mexico, Oregon, Rhode Island, Vermont and Washington.
In short, we believe in hiring the most qualified applicant for the position, regardless of background.
If you have questions about our hiring policies and practices, we would be happy to discuss upon receiving your application. We hope to welcome you to OneDigital and look forward to hearing from you.
OneDigital understands the immense responsibility and opportunities provided by Artificial Intelligence. We utilize advanced Artificial Intelligence [AI] technologies to enhance our recruitment process. This includes using AI to filter candidates based on their qualifications and to rediscover potential candidates from our existing applicant pool. Our AI systems help us efficiently identify the best fit for our open positions, ensuring a streamlined and effective hiring experience. However, AI does not replace the humans in our process. If you have concerns about our use of AI, you may opt out where laws allow.
Thank you for your interest in joining the OneDigital team!