Senior IT Lead

Reports to: CISO

Team: 1 Direct Report

Role Overview
TabaPay is seeking a hands-on Senior IT Help Desk Lead to own end-user support operations and drive execution across our corporate computing environment. This role combines technical depth, service leadership, and operational accountability. You will lead day-to-day help desk activities, mentor one support technician, and ensure reliable, secure, and high-quality IT services across the organization.

This is not a purely managerial role — we need someone who rolls up their sleeves, solves problems quickly, and gets things done.
Who We Are
The world is moving towards instant digital payments and TabaPay is leading the way. We help thousands of Fintechs in the US and Canada instantly move money in and out of accounts and we are actively expanding into other countries. Our customers represent the hottest verticals in the financial service industry such as neobanks, challenger brokers, gaming and wallets. TabaPay is a highly profitable rocketship that processes billions of dollars each year. To learn more visit www.tabapay.com.

Who You Are
You are a dependable and solutions-oriented Senior IT Specialist who thrives in fast-paced environments and takes pride in being the go-to person for technical support. You bring a strong foundation in systems, networks, and end-user support, paired with the ability to troubleshoot complex issues with calm efficiency. You communicate technical information clearly to both technical and non-technical audiences, ensuring users feel supported and confident. You are proactive, detail-oriented, and committed to continuous improvement—always looking for ways to strengthen processes, enhance security, and improve the overall employee technology experience. You operate with a customer-first mindset, maintain professionalism under pressure, and take ownership from problem identification through resolution.

Key Responsibilities

Leadership & Operations

• Lead and prioritize daily help desk operations for a 150-person organization
• Manage and mentor one direct report (IT Support Technician)
• Establish and maintain SLAs, ticketing workflows, and escalation paths
• Drive continuous improvement in user satisfaction and service efficiency
• Develop and maintain IT documentation and knowledge base

End-User Support

• Provide Tier 2/3 support for hardware, software, networking, and identity issues
• Troubleshoot macOS environments and business applications
• Support onboarding/offboarding processes and lifecycle management
• Handle escalations from internal stakeholders with professionalism and urgency

Identity & Device Management

• Administer Microsoft Entra ID (Azure AD) including group policies, conditional access, SSO, and identity governance
• Manage devices via Jamf Pro (macOS fleet)
• Administer Microsoft Intune for device compliance and policy enforcement
• Maintain and optimize Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive)

Security & Compliance

• Enforce endpoint security standards and compliance policies
• Partner with IT leadership on access controls and least-privilege enforcement
• Support audit readiness and documentation requirements
• Participate in incident response and root cause analysis

Infrastructure & Tools

• Support SaaS integrations and application provisioning
• Maintain inventory management and asset tracking
• Assist with vendor coordination and license management
• Contribute to IT automation and process optimization initiatives

Qualifications

Required Experience

• 5–7+ years of IT support experience, including Tier 2/3 responsibilities
• 1–2 years of experience leading or mentoring IT staff
• Strong macOS troubleshooting expertise
• Hands-on experience with:
  • Microsoft Entra ID
  • Jamf Pro
  • Microsoft Intune
  • Microsoft 365
  • Confluence / Jira
• Experience managing IT operations in a small-to-mid-sized company (100–300 employees)

Technical Skills

• Identity & access management
• MDM/MAM policy design and enforcement
• Email security & collaboration tools
• SaaS application administration
• Basic networking fundamentals (DNS, DHCP, VPN, Wi-Fi)
• Strong documentation and process improvement skills

Ideal Candidate Profile

• Bias toward action — solves problems without excessive escalation
• Highly organized and operationally disciplined
• Comfortable balancing strategic improvements with daily ticket volume
• Strong communicator with non-technical stakeholders
• Ownership mindset — treats the environment as if it’s their own company

Success in This Role Looks Like

• Reduced ticket backlog and faster resolution times
• Improved onboarding/offboarding efficiency
• Well-documented systems and standardized processes
• Stable, secure, and compliant endpoint environment
• High internal customer satisfaction

The pay range for this position is $120,000-$140,00; Range is based on years of experience. however, base pay offered may vary depending on job-related knowledge, skills, and experience. In addition to a full range of medical, financial, and/or other benefits, dependent on the position offered.