Lead IT Analyst

Summary

Join HomeLight as a Lead IT Analyst and lead a small team, overseeing IT support, infrastructure, and project management. This hands-on role requires balancing strategic initiatives with daily support to ensure smooth technology operations for employees. The ideal candidate has US-based company experience supporting remote/hybrid workforces, managing IT assets, software contracts, and providing hands-on support. You will manage IT operations and support, lead and mentor a team, manage IT assets and software, and lead IT projects and process improvements. The position offers a permanent work-from-home opportunity from Mexico.

Requirements

• 7+ years IT operations experience and has managed a team of support analyst/specialist
• Experience working for a US-based company, supporting employees across different time zones
• Strong technical knowledge of Windows, macOS, cloud-based tools (Google Workspace, O365), endpoint security, and networking
• Hands-on experience with IT ticketing systems
• Experience managing hardware procurement, software contracts, and IT budgeting
• Strong troubleshooting skills and the ability to handle high-priority escalations
• Excellent communication and stakeholder management skills
• Ability to work US business hours, some weekends and support a remote/hybrid workforce
• Experience implementing IT automation tools and improving IT workflows
• High level of confidentiality, facilitating offboarding

Responsibilities

• Oversee IT support and manage incoming IT tickets from employees, ensuring timely resolution
• Troubleshoot hardware, software, and network issues for both remote and on-site employees
• Implement and enforce IT security best practices, including access control and endpoint security
• Maintain and improve IT processes to enhance efficiency and user experience
• Lead and mentor a small team of IT Analysts, providing guidance on best practices
• Set clear priorities for the team, balancing day-to-day support with long-term IT initiatives
• Act as the main escalation point for technical issues and complex troubleshooting
• Manage laptop inventory (procurement, deployment, tracking, decommissioning)
• Oversee software license management, including renewals, compliance, and cost optimization
• Handle vendor and contract negotiations for IT hardware, SaaS tools, and other IT-related services
• Ensure proper documentation of IT assets, policies, and procedures
• Lead and execute IT infrastructure projects, such as system upgrades, security enhancements, or new tool implementations
• Improve IT ticketing systems and knowledge base documentation for self-service support
• Identify opportunities to automate workflows and improve IT efficiency

Preferred Qualifications

• Certifications such as ITIL, CompTIA, Microsoft, or Google Workspace Admin are a plus
• Knowledge of MDM solutions (Jamf, Intune, etc.) for device management

Benefits

This is a permanent work from home opportunity from Mexico