IT Support Lead

At Beyond Finance, we've made it our mission to help everyday Americans escape the endless cycle of crippling debt and step into a brighter financial future. Through compassionate, individualized care, a culture focused on compliance and ethics, supportive user-centric technology, and customized financial solutions, we've helped over 300,000 clients on their path to a brighter future.

While we're proud of what we've already accomplished, we're searching for new collaborators to help us get to the next level! If you're looking to join a forward-thinking, rapidly growing organization with helping people as its number one goal, we want to hear from you.

About the Role

We’re looking for an exceptional, hands-on IT Support Lead to take full ownership of our Tier 1 IT operations. You’ll be the frontline driver of our high performance standards—actively monitoring our systems and queues as issues unfold, holding the team accountable to operate effectively and efficiently within our escalation framework, and using data-driven decisions to improve how we work. In this role, you’ll not only lead the charge in ensuring fast, effective resolutions for our internal teams, but also proactively identify gaps, build better processes, and drive long-term, scalable solutions.

This is a high-impact role for someone who thrives on urgency, precision, and continuous improvement. You’ll be deeply embedded in the day-to-day operations—tracking team performance in real time, identifying weak spots before they become patterns, and enforcing high standards of quality and speed. If you’re hungry to own a team, shape how we work, and directly influence support success across the company, this is the job for you.

What You'll Do

• Own frontline IT support performance. Monitor incoming tickets and system alerts in real time. Ensure issues are correctly triaged, prioritized, and resolved with speed and quality.
• Direct and manage our Tier 1 teams. Drive a culture of accountability. Closely monitor their output, enforce standards, and deliver ongoing coaching, training, and process oversight.
• Act as the escalation lead. Be the first point of escalation for ticketing issues. Ensure data collection is complete, troubleshooting is thorough and well documented.
• Analyze and optimize. Use dashboards, SLA metrics, and workflow audits to spot trends, identify root causes, and implement solutions for the gaps you uncover. Build robust reports that uncover and define our gaps with actionable insights that you can lead.
• Enforce ticketing quality. Maintain strict quality control on workflows, documentation, and SLA adherence. Perform regular audits and apply corrections in real time.
• Drive knowledge and training. Write and maintain knowledge base articles as workflows evolve. Train Tier 1 staff to ensure our workflows match the evolving environment.
• Own daily operations. Analyze and adjust staffing, shift coverage, and team initiatives to match operational demands. Proactively reduce backlog and prevent SLA breaches.
• Coordinate with cross-functional teams. Ensure structured, high-quality escalations and updates are routed to the right stakeholders. Champion clear, concise, and timely communication.

What We're Looking For

• A hands-on leader. You’re not above the weeds—you live in them. You actively monitor performance, jump in on issues, and make sure nothing slips.
• Obsessed with metrics. You know your dashboards. You track SLA trends, ticket volumes, response times, and backlog data like a hawk.
• Process- and quality-driven. You hold your team to the highest standard of execution and aren’t afraid to step in and apply strategic coaching and training when performance drops.
• Experience leading support teams. You know how to drive impactful results and maintain quality at scale across globally dispersed (onsite and offshore) teams.
• Strong experience with CRM platforms. Salesforce preferred—you understand how support intersects with operations and know how to navigate and triage within complex CRM environments.
• Comfort with call center technology and networking. You know how to troubleshoot connectivity issues, VoIP platforms, VPNs, and VDI-related hiccups.
• Excellent technical troubleshooting chops. You're comfortable navigating unfamiliar territory and guiding Tier 1 teams through common and uncommon issues.
• Documentation is your foundation. You drive teams to success with well structured documentation at its core. You constantly revise and evangelize what has changed daily.
• Solid experience with ServiceNow ITSM. Build and manage structured ITSM workflows within ServiceNow and ensure our ticketing processes are consistent and measured.
• Clear, effective communicator. You know how to escalate clearly, update stakeholders consistently, and deliver coaching that sticks. You are able to translate technical concepts into business benefits for a non-technical audience.
• Proficient with SQL and writing simple queries.
• Exposure to programming languages (Python, Powershell, Ruby, JavaScript/Node.js) or automation workflows

#LI-SB1

Why Join Us?

While you make a difference for others, we’ll work to make a difference for you, providing an uplifting, collaborative work environment and benefits that reflect your value to us. For eligible full-time employees, we offer:

• Considerable employer contributions for health, dental, and vision programs
• Generous PTO, paid holidays, and paid parental leave
• 401(k) matching program
• Merit advancement opportunities
• Career development & training

And finally, our team spirit and culture! We cultivate an environment of community, connection, and belonging across our entire organization.

Beyond Finance does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job positions.  No fee will be paid to their parties who submit unsolicited candidates directly to Beyond Finance employees or the Beyond Finance HR team.  No placement fee will be paid to any third party unless such a request has been made by the Beyond HR team.