Lead IT Technician

Saronic Technologies is a leader in revolutionizing autonomy at sea, dedicated to developing state-of-the-art solutions that enhance maritime operations through autonomous and intelligent platforms.

JOB OVERVIEW

Saronic is seeking an experienced and highly organized Lead IT Technician. This role is the senior hands-on technician on the IT support team, responsible for leading day-to-day support operations, while serving as the primary escalation point for complex technical issues. The ideal candidate will have a strong customer experience mindset, sound judgment under pressure, and the ability to plan and prioritize work in a fast paced environment. You will be responsible for reinforcing the daily work priorities for the support team, mentoring Associate and mid-level technicians, driving ticket quality and resolution times, and leading support projects from planning through completion.

RESPONSIBILITIES

- Serve as the senior technical escalation point for hardware, software, and network issues, including desktops, laptops, servers, printers, and mobile devices.

- Take the lead over the ticket queue: triage and validate incoming tickets are progressing, set priorities, and ensure coverage is maintained for your team.

- Own device deployments end to end, including imaging, zero-touch enrollment, MDM configuration, refresh cycles, and decommissioning.

- Mentor Associate and IT Technicians through hands-on coaching, ticket quality reviews, and onboarding of new team members.

- Plan and lead IT support projects, migrations, and system upgrades: define scope, sequence the work, track progress, and communicate status to stakeholders.

- Maintain documentation, runbooks, and knowledge base articles so recurring issues can be resolved consistently at the first point of contact.

- Analyze ticket trends to identify recurring problems and drive the underlying fixes that reduce overall support volume.

- Administer and identify areas of improvement for user access workflows, including provisioning, deprovisioning, group membership, and permissions.

- Ensure adherence to security best practices, including data protection, access control, endpoint compliance, and patching.

- Maintain IT asset and inventory accuracy, including stock levels, hardware lifecycle, and vendor coordination for repairs and procurement.

- Work closely with cross-functional teams and senior IT staff to provide an excellent experience in support of the business.

QUALIFICATIONS

- At least 5 years of relevant IT experience, including time as a senior technician, lead, or escalation point.

- Demonstrated experience with Mac and Windows device deployments, including endpoint management tooling such as Intune, Jamf.

- Advanced troubleshooting ability across hardware, software, networking, and identity or access-based issues.

- Experience administering identity and access platforms such as Microsoft Entra ID or Active Directory, including group and license management.

- Proven ability to plan work, prioritize competing tasks, and meet commitments in a fast-moving environment.

- Excellent written and verbal communication skills, with the ability to explain technical issues to non-technical users and set clear expectations.

- Experience with helpdesk and ticketing systems, including reporting on queue health and team performance.

PHYSICAL DEMANDS

- Prolonged periods of sitting at a desk and working on a computer

- Occasional standing and walking within the office

- Manual dexterity to operate a computer keyboard, mouse, and other office equipment

- Visual acuity to read screens, documents, and reports

- Occasional reaching, bending, or stooping to access file drawers, cabinets, or office supplies

- Lifting and carrying items up to 20 pounds occasionally (e.g., office supplies, packages)

BENEFITS

Medical Insurance: Comprehensive health insurance plans covering a range of services

Saronic pays 100% of the prem