Team Lead, Internal Support
About Nerdio
At Nerdio , our mission is to simplify the lives of IT professionals and maximize their Microsoft cloud and end user computing investments.
We support organizations of all sizes looking to deploy, manage, and cost-optimize native Microsoft technologies. We partner with Enterprises and Managed Service Providers all over the world to add value on top of their existing native Microsoft investments like Azure Virtual Desktop (AVD), Windows 365, and Microsoft Intune.
Created in 2016, Nerdio has always taken a market-leading and collaborative approach to cloud deployment and management. In fact, our product roadmap is greatly influenced by the regular feedback we receive from having seen companies deploy AVD into production environments several thousand times using Nerdio technology.
Today, Nerdio is used in over 50 countries by more than 15,000 organizations of every size and vertical. We’re committed to delivering exceptional service and support, which starts with identifying and supporting the best staff possible.
We are a fast-moving, nimble company looking for individuals who are collaborative, empathetic, driven and who love to move at the speed of light. If you want to be part of the AVD transformation that Microsoft and Nerdio are leading, then we want to speak with you.
About the Role
We are hiring a Team Lead to guide our Internal Support Engineers and help scale the operational excellence of our Internal Support Team. This role is ideal for someone who has grown up through the IT support ranks, knows what "good" looks like on a ticket queue, and is ready to take ownership of team performance, employee development, and process maturity — while still staying hands-on with the Microsoft cloud stack the team supports.
You will manage a small, tight-knit group of Internal Support Engineers across a remote-first, globally distributed environment. You'll balance people leadership (coaching, performance, scheduling, escalation ownership) with technical leadership (setting standards, reviewing complex issues, driving process and tooling improvements). This is a working lead role — you'll still get into the weeds on Entra ID, Intune, and M365 when it matters, but your primary measure of success is the output and growth of your team.
What You'll Do
Team Leadership & People Management
- Directly manage a team of Internal Support Engineers, including workload distribution, coverage planning, and shift/timezone coordination across a globally distributed workforce
- Conduct 1:1s, performance reviews, and career development planning for direct reports
- Coach engineers on technical troubleshooting, communication, and ticket ownership; identify skill gaps and build growth plans
- Own hiring, onboarding, and ramp-up for new Internal Support Engineers
- Foster a culture of accountability, curiosity, and continuous learning consistent with the team's "not a passive help desk" ethos
Ticketing & Service Delivery Oversight
- Own SLAs and overall health of the Zendesk ticket queue; monitor volume, aging, and escalation trends
- Serve as the escalation point for complex or sensitive issues that engineers can't resolve independently
- Review ticket quality and documentation practices; ensure the internal knowledge base stays current and useful
- Report on team performance metrics (response time, resolution time, CSAT/employee satisfaction) to IT leadership
Technical Oversight
- Maintain hands-on fluency across the team's core technology stack: Microsoft Entra ID, on-prem Active Directory and Entra Connect Sync, Microsoft Intune, and Microsoft 365 workloads (Exchange Online, Teams, SharePoint, OneDrive)
- Review and approve changes to Conditional Access policies, MFA configuration, and other identity/security controls
- Act as a technical escalation resource for AVD and Nerdio Manager for MSP issues within the corporate environment
- Partner with senior IT/infrastructure staff on projects spanning