IT Support Leader
nashville, TN
Full Time
Senior Manager/Supervisor
Job Description: IT Support Leader
About HubSync
HubSync is a fast-growing SaaS company revolutionizing how top accounting firms manage their client engagement processes. Our cloud-based platform streamlines workflows and automates complex tasks, empowering firms to deliver exceptional client experiences while increasing efficiency. As we continue to scale, we're looking for passionate team members who thrive in a fast-paced, collaborative environment.
Position Overview
As the IT Support Leader at our fast-paced SaaS company, you will lead the internal IT support team, ensuring seamless technical assistance for employees across multiple departments. You will manage support operations, guide a team of support specialists, and implement scalable practices to enhance the employee IT experience. This role requires a combination of technical acumen, leadership skills, and a strong customer-service mindset tailored to the needs of a cloud-first, SaaS-driven business environment.
Key Responsibilities
Qualifications
Why Join HubSync?
About HubSync
HubSync is a fast-growing SaaS company revolutionizing how top accounting firms manage their client engagement processes. Our cloud-based platform streamlines workflows and automates complex tasks, empowering firms to deliver exceptional client experiences while increasing efficiency. As we continue to scale, we're looking for passionate team members who thrive in a fast-paced, collaborative environment.
Position Overview
As the IT Support Leader at our fast-paced SaaS company, you will lead the internal IT support team, ensuring seamless technical assistance for employees across multiple departments. You will manage support operations, guide a team of support specialists, and implement scalable practices to enhance the employee IT experience. This role requires a combination of technical acumen, leadership skills, and a strong customer-service mindset tailored to the needs of a cloud-first, SaaS-driven business environment.
Key Responsibilities
- Lead the help desk team in supporting a cloud-native, SaaS-based workforce across multiple time zones.
- Ensure timely and high-quality resolution of support tickets, including incidents, client feature requests, and tasks
- Act as the primary escalation point for complex technical issues from clients
- Monitor service performance and adherence to SLAs; produce weekly/monthly analytics and trend reports.
- Champion a proactive support model by identifying recurring issues and proposing long-term fixes or process improvements.
- Maintain internal knowledge base documentation for SaaS tools, access workflows, and troubleshooting.
- Partner with DevOps teams on user provisioning, access control, and security compliance.
- Evaluate and recommend tools to improve service delivery, automation, and ticket management efficiency.
- Onboard and train new support team members, promoting a collaborative, high-performance culture.
- Support internal employee onboarding/offboarding workflows, including device setup and account provisioning.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent work experience).
- 3+ years of IT support experience in a SaaS or cloud-based environment, with 1+ years in a leadership role.
- Strong familiarity with enterprise SaaS platforms (e.g., Google Workspace, Microsoft 365, Slack, Zoom, Atlassian, Okta).
- Experience with help desk/ticketing systems (e.g., Jira Service Management)
- Excellent organizational, communication, and interpersonal skills.
Why Join HubSync?
- Competitive salary and benefits package.
- Opportunity to shape innovative SaaS solutions for the accounting industry.
- Collaborative, fast-paced, and growth-oriented culture.
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