Top IT Support & Helpdesk Jobs in Birmingham, AL

Lead a global End User Services team delivering 24/5 support for GitLab's SaaS toolstack. Own EUS strategy, incident/request/problem/change management, SLAs, CSAT, asset and SaaS lifecycle, and scale support via automation, self-service, and AI. Partner cross-functionally with People, Security, IT Engineering, Workplace, Finance, and Procurement to optimize onboarding, tooling, vendor relationships, and operational KPIs.

Provide network operations support during a major technology refresh: track inventory, installs and decommissions; interface with asset management; schedule shipping/receiving; perform second-level troubleshooting for data and voice networks; install, test, certify and configure network hardware/software; coordinate move/add/change requests and vendor escalation.

Provide customer-focused network support and troubleshooting for routing, switching, wireless, VPNs, firewalls, DNS/DHCP, VOIP and client ISP issues. Configure and maintain Cisco, Fortinet, Meraki and SonicWall devices, document configurations, perform installs/upgrades, participate in on-call rotation, occasional travel, and pursue required certifications.

Provide technical support for vending, RFID, VMI, and warranty/repair applications: import/manage data, train customers, troubleshoot systems and machines, document tickets and KB articles, create reports, liaise with 3rd-party vendors and IT, and recommend inventory optimizations.

Provide technical support, onboarding, lifecycle management, upgrades, integrations, migrations, and incident resolution for clinical applications and supporting infrastructure. Collaborate with clinical stakeholders, vendors, and IT teams to ensure reliable, secure, and compliant systems, assist with requirements, testing, documentation, and continuous improvement across clinical technology platforms.

Lead and own major incident lifecycle and ITSM processes, drive root-cause analysis and problem management, produce executive reporting, ensure ITSM data quality and governance, mentor analysts, support resilience planning, and participate in 24x7 on-call major incident response.

Provide technical support to strategic enterprise customers, troubleshooting networking and system issues, performing health checks, validating upgrades in lab environments, escalating to engineering, and delivering proactive recommendations. Manage enterprise customer relationships, perform packet capture analysis, set up test environments, and provide rotating after-hours support.

Lead global SaaS and cloud workplace operations, managing Microsoft 365 and Google Workspace, IAM (SSO, Entra, MFA), Zero Trust enforcement, automation (Power Automate, Zapier, PowerShell, Python), onboarding/offboarding, security/compliance collaboration, and mentoring IT teams to ensure secure, scalable, and efficient cloud environments.

Provide frontline, technical SaaS support across Element451 and Encoura Connect: manage high-volume tickets via in-app chat, reproduce and troubleshoot complex issues, escalate verified bugs with detailed evidence, improve knowledge-base and ticket-deflection, and communicate clearly and empathetically with customers under SLAs.

Provide first-line support for Workday and OSV Service Center users: manage accounts and security, triage tickets, troubleshoot MFA, generate access/audit reports, resolve data/configuration issues, and collaborate cross-functionally to meet SLAs while following security policies and SOPs.