The IT Support Lead oversees L1/L2 IT support operations, leading a team, ensuring effective issue resolution, and managing IT support functions.
About the Position
The IT Support Lead reports to the VP, Information Security and will oversee the day-to-day delivery of L1/L2 IT support operations at FiscalNote. This role provides direct leadership and coaching to two IT Support Engineers, ensuring effective ticket resolution, excellent customer service, and strong process adherence. While remaining a senior escalation point for complex issues, the Support Lead's primary responsibility is to manage the support function at the operational level, enabling IT leadership to focus on strategic initiatives.
About the Team
The FiscalNote IT team supports all employee technology needs worldwide, including collaboration platforms, email, identity, and productivity systems. As a modern technology organization, we leverage tools that meet strict security standards while delivering a great user experience. The IT Support Lead plays a key role in ensuring consistent, reliable, and efficient front-line support.
About You
You are a proven IT support professional who thrives in people leadership and operational management. You can balance workload prioritization, staff development, and customer service metrics, while remaining technically capable of stepping in on challenging issues. You value structure, accountability, and continuous improvement at the team level.
The salary range for the role is $80,000 - 95,000 per year.
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What To Expect In This Position
- Provide daily leadership, coaching, and performance management for two IT Support Engineers
- Manage the IT support queue, prioritizing and assigning requests to meet SLA commitments
- Act as a senior escalation point for complex or critical IT support incidents
- Maintain IT asset lifecycle management (inventory, procurement, deployment, decommissioning)
- Drive improvements in IT documentation, knowledge base, and training materials
- Partner with IT leadership on execution of process improvements, automation rollouts, and service enhancements (without owning strategic design)
- Ensure smooth and consistent employee onboarding/offboarding experiences
- Research and recommend new tools and practices; support implementation led by IT leadership
- Support core IT systems including but not limited to, FiscalNote's collaboration suite, identity management, Mobile Device Management (MDM), and Antivirus
- Participate in the IT support escalation rotation as needed
- Leverage AI tools to automate repetitive IT workflows, including ticket triage, routing, and status updates within FreshService
- Champion the use of AI-assisted documentation to maintain an accurate, up-to-date knowledge base with minimal manual overhead
- Support the team's responsible use of Claude and other approved AI tools for drafting runbooks, SOPs, and internal communications
What Sets You Apart
- 5+ years of IT Service Desk / Support experience with at least 1–2 years in a team lead, supervisor, or managing role
- Strong leadership skills with the ability to delegate, coach, and hold team members accountable
- Expert troubleshooting across macOS and Windows environments
- Advanced knowledge of Google Workspace, Microsoft 365, and enterprise collaboration tools
- Hands-on experience with Okta, Jamf, Intune, and enterprise ITSM platforms (FreshService preferred)
- Strong networking knowledge (switches, routers, firewalls, Wi-Fi, VPNs)
- Excellent written and verbal communication skills
- Experience working within compliance frameworks such as SOC 2 / SOX, with focus on adhering to established IT controls and processes
- Highly organized with proven ability to manage competing priorities
- Familiarity with AI-assisted IT operations tools (e.g., AI ticket summarization, predictive routing, or chatbot-based Tier 0 deflection)
- Exposure to prompt engineering or workflow automation using LLM-based tools in an IT or enterprise support context
- Experience evaluating AI tools against SOC 2 / security requirements prior to deployment
Excited about this role, but don't meet 100% of the expected qualifications listed above? We'd still love for you to apply!
When applying to FiscalNote, rest assured that your application is reviewed by a living, breathing human being and evaluated based on key competencies needed for success in the position. Our Recruiting team maintains awareness of all open roles which means your application may be assessed against multiple positions and we will reach out to gauge your interest in other opportunities as appropriate. Questions or concerns? Contact recruiting.team@fiscalnote.com, we'd be happy to connect!
As part of FiscalNote's commitment to creating an accessible and inclusive hiring process, we strive to provide reasonable accommodations for persons with medical conditions or disabilities that will enable their access to the hiring process. If you need an accommodation, please send an email to recruiting.team@fiscalnote.com to let us know the nature of your request.
About FiscalNote
FiscalNote is a leader in policy and global intelligence. By uniquely combining data, technology, and insights, FiscalNote empowers customers with critical insights and the tools to turn them into action.
Home to CQ, FrontierView, VoterVoice, and many other industry-leading brands, FiscalNote helps organizations stay ahead of political and business risk.
At FiscalNote, We Lead with Values
Know your Audience ∙ Find the Truth ∙ Drive Alignment ∙ Level Up ∙ Own the Job ∙ Bias for Action ∙ Support the Family
Company Benefits
FiscalNote supports our people by enabling team members with flexibility and benefits to promote well-being and balance, ensuring all FiscalNoters can bring their authentic selves to work. We start by offering competitive salaries, retirement accounts, and equity packages to ensure we’re all FN owners. Plus, our comprehensive benefits packages align with regional requirements and expectations no matter where you are located across the globe. Learn more at https://careers.fiscalnote.com/benefits/.
FiscalNote values diversity. We are committed to equal opportunities and creating an inclusive environment for all our employees. We welcome applicants regardless of ethnic origin, national origin, gender, race, religious beliefs, disability, sexual orientation or age. FiscalNote is an EEOC employer.
FiscalNote uses E-Verify to confirm the employment eligibility of all new employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.DHS.gov/E-Verify.
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