What are the responsibilities and job description for the Technical Office Support Lead position at Pure Insurance?
About the role.
The Office Support Lead is responsible for overseeing the daily operations of technical and AV support across office spaces, with a particular focus on executive leadership and guest support. This role ensures that end-users, including senior executives and external visitors, receive prompt and efficient IT and AV assistance, especially in key office spaces such as executive conference rooms and meeting rooms. The position requires expertise in desktop support, AV system maintenance, troubleshooting, and team management. The role will also involve coordinating with various IT teams to ensure smooth office operations, improving user experience, and driving proactive solutions to technical and AV issues. Additionally, this position manages identity access management (IAM) tasks and general system integrity.
The candidate for this position must be willing to come into the Charleston, SC office 4-5x per week.
What you'll do.
- Oversee the day-to-day management of technical and AV support, ensuring seamless functionality across 15 conference and meeting rooms, with a strong emphasis on executive conference rooms.
- Provide white-glove IT and AV support for executive leadership during meetings, presentations, and high-profile events, ensuring that all systems function flawlessly.
- Serve as the primary point of contact for external visitors and VIP guests requiring technical or AV assistance, ensuring a smooth and professional experience.
- Lead the desktop support team in troubleshooting and resolving IT issues for office users, including hardware, software, and network troubleshooting.
- Maintain, update, and troubleshoot AV systems, including managing the vendor to perform proactive firmware updates, patching.
- Proactive and regular system testing of all meeting rooms and common spaces.
- Support office-wide IT initiatives such as quarterly user access reviews, contractor access management, and account creation requests through identity management.
- Collaborate with IT teams to resolve complex technical issues and ensure the seamless operation of desktop and AV systems within the office.
- Develop and deliver training programs for new hires and office staff on AV and IT systems to ensure proper equipment usage.
- Lead the onboarding process for all new office hires, ensuring they are equipped with necessary technical tools and AV knowledge.
- Create and maintain performance metrics for the support team, identifying opportunities for process improvement.
- Coordinate closely with senior executives’ assistants to ensure AV and IT support is tailored to the unique requirements of leadership and high-profile meetings.
- Stay updated on the latest trends in AV technology, desktop support, and identity management.
- Escalate critical issues to senior IT management when necessary.
What we're looking for.
- Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
- Minimum of 5 years of experience in IT support with at least 2 years in a leadership or supervisory role.
- Experience with AV support, including conference room and meeting room AV systems (CTS, CAT, or CEA certifications are a plus).
- Proficient in troubleshooting Microsoft Windows operating systems, network connectivity, and mobile devices.
- Strong understanding of identity management and IAM systems, including experience with user access and account reviews.
- Experience supporting executive leadership and VIPs in a high-pressure environment.
- Excellent communication, problem-solving, and organizational skills.
- Ability to work independently while managing a team and collaborating with other IT departments.
Career Development and Training:
- CompTIA A , Network , and ITIL certifications recommended.
- Ongoing opportunities for leadership, project management, and AV-specific certifications.
- Career advancement paths include Director of Office Support, AV/Technical Specialist Lead, or Desktop Support Head.
The base salary for this role can range from $70k-$90k, based on a full-time work schedule. An individual’s ultimate compensation will vary depending on job-related skills and experience, geographic location, alignment with market data, and equity among other team members with comparable experience.
Salary : $70,000 - $90,000
