IT Support Lead

Porch Group is a leading vertical software and insurance platform and is positioned to be the best partner to help homebuyers move, maintain, and fully protect their homes. We offer differentiated products and services, with homeowners insurance at the center of this relationship. We differentiate and look to win in the massive and growing homeowners insurance opportunity by

1) providing the best services for homebuyers

2) led by advantaged underwriting in insurance
3) to protect the whole home

As a leader in the home services software-as-a-service (“SaaS”) space, we’ve built deep relationships with approximately 30 thousand companies that are key to the home-buying transaction, such as home inspectors, mortgage companies, and title companies.

In 2020, Porch Group rang the Nasdaq bell and began trading under the ticker symbol PRCH. We are looking to build a truly great company and are JUST GETTING STARTED.
Job Title: IT Support Lead
Location: India
Workplace Type: Remote
Job Summary

The future is bright for the Porch Group , and we'd love for you to be a part of it as our IT Support Supervisor with the Information Technology team.

Porch Group is looking for an IT Support Supervisor to lead the Porch Moving Group IT team. This role is responsible for supervising and leading the IT Helpdesk and Sysadmin teams, providing indirect support to Porch Moving Group employees, and overseeing IT software and hardware procurement.

In this role, you will coach and support staff via chat and standard remote tools, providing instructions and best practices on business-specific programs. The ideal candidate is familiar with IT products such as Google Workspace, Microsoft Windows, Office 365, macOS, Slack, Zoom, Flex, and other business-related hardware or software.
What You Will Do As An IT Support Supervisor

- Lead Porch Moving Group IT Helpdesk and Sysadmin teams with day-to-day activities.

- Improve, maintain, and monitor essential IT support operations, including operating systems, security tools, applications, servers, email systems, laptops, software, and hardware.

- Lead critical IT tasks, projects, and escalations.

- Ensure IT support and sysadmin staff are properly trained and equipped with the right IT tools and services.

- Improve, manage, and report KPIs and metrics across IT functions, systems, and processes.

- Set up hardware and software equipment for employee use.

- Re-image laptops and desktops for re-deployments.

- Ensure proper installation of PMG IT standards, including operating systems and standard software.

- Answer escalated inquiries regarding computer software or hardware operations to resolve problems.

- Document and maintain an IT knowledge base and maintain an inventory of assets and equipment.

- Supervise and monitor all work orders and troubleshoot tickets for status and compliance with established timeframes for work performance.

- Answer questions in a friendly, professional manner to resolve computer problems for support and sysadmin staff remotely via email, chat, or telephone.

- Maintain security standards and patch management across supported endpoints and servers.

- Collaborate with others to resolve information technology issues.

- Perform other IT related duties or projects, as assigned.

What You Will Bring As An IT Support Supervisor

- Minimum of 5 years' experience supporting IT.

- 1+ year of experience leading or supervising a technical support team.

- Experience working across a broad portfolio of network, application, telecommunications, data integration, and web platform technologies.

- Experience managing enterprise-level software, equipment/hardware, networks, enterprise backup and recovery procedures, and system performance monitoring.

- SOX and ITGC compliance experience and knowledge in maintaining compliance systems.

- Demonstrated knowledge of emerging technologies and an enthusiasm for using technology to solve IT problems.

- Strong analytical and prob