Internal IT Lead

Position Overview

We are seeking a hands‑on, experienced Internal IT Lead to build, guide, and support our internal IT function.

This is a player/coach role where you’ll not only lead and mentor the team but also directly handle tickets, resolve issues, and ensure seamless technology operations across the organization.

As the first leadership hire for the IT department, you’ll be instrumental in shaping the team, refining processes, and setting the standard for service delivery and technical excellence.

• Pay Range
• Location
• Ideally in Denver, CO or Framingham, MA

This is a remote role located in Denver or Framingham; some onsite work will occasionally be necessary.

Key Responsibilities

• Team Leadership & Development
• Lead, mentor, and develop a growing internal IT support team.
• Establish operational structure, workflows, and best practices for Internal IT service delivery.
• Plan and prioritize team activities, assign tasks, and allocate resources effectively to meet operational objectives and SLAs.
• Foster a collaborative and accountable team culture focused on reliability, responsiveness, and user satisfaction.
• Hands‑On Support & Incident Management
• Work tickets directly in Connect Wise (PSA) and ensure timely resolution of issues.
• Escalate issues when appropriate and drive follow‑through to resolution.
• Serve as the technical escalation point for complex system‑level issues.
• System Administration

• Maintain, configure, and troubleshoot infrastructure including

• Microsoft 365 ecosystem
• Fortinet firewalls
• Sentinel One Endpoint Protection
• Azure virtual infrastructure including Windows Server
• PSA, RMM, CMDB, PIM/PAM infrastructure and other internal tools
• API Integration between tools
• Monitor performance and uptime, ensuring availability and security of all IT systems.
• Process & Documentation
• Create and maintain internal IT documentation, including SOPs, configurations, and escalation procedures.
• Evaluate and recommend improvements to IT workflows, policies, and tools.
• Lead regular health checks and preventive maintenance activities to identify and address potential issues before they escalate into problems.
• Strategic Contributions
• Partner with leadership to align IT with business goals.
• Assess resource needs and help plan future team growth.
• Participate in vendor evaluations and technology roadmap discussions.

Qualifications

• 5+ years of hands‑on IT experience, including at least 1–2 years in a leadership or mentoring capacity.
• Proven experience working as a System Administrator or similar technical role.

• Strong technical knowledge of

• Windows Server, Active Directory, Microsoft 365, Azure AD
• Cisco networking (routing, switching, wireless)
• Fortinet firewalls
• Sophos endpoint protection
• Connect Wise (RMM and ticketing)
• Ability to thrive in a fast‑paced environment and adapt to shifting priorities.
• Excellent troubleshooting, documentation, and communication skills.
• A proactive, hands‑on mindset with a strong sense of ownership and accountability.
• Preferred (but not required)
• Experience standing up or rebuilding internal IT teams or support structures.
• Certifications such as Microsoft, Cisco (CCNA), Fortinet NSE, or Sophos certifications.
• Exposure to ITIL practices or formal service desk operations.
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