Senior IT Support ,Technical Lead

Description

What We Do

Managing Cyber Risk Together – As the world becomes increasingly connected, the demand for cybersecurity solutions has never increaser. Forescout stands at the forefront of this critical need, delivering automated cybersecurity that ensures continuous alignment between our customers’ security frameworks and their evolving digital environments. Our platform protects all asset types, including IT, IoT, OT, and IoMT, helping organizations navigate and secure the complexities of the modern connected world.

Join us in securing the world. We seek resourceful, driven individuals to collaborate as one team, delivering exceptional customer experiences. We’re passionate about tackling the toughest security challenges and staying ahead with innovative solutions. Here, every idea is valued, and visionaries are welcomed. Bring your unique perspective and help shape the future of cybersecurity with us.

What You Will Do

Forescout Technologies is seeking a hands-on Senior IT Support Team Lead to provide technical leadership and drive excellence in end-user and executive support.

In this role, you will lead and mentor the IT support team, ensuring the efficient management and resolution of support tickets while maintaining a high standard of service. You will oversee the deployment and delivery of laptops, desktops, and A/V technology, as well as asset and security management. Additionally, you will provide high-touch, white-glove support to executives, ensuring seamless technology experiences for leadership teams. With a strong focus on proactive support, reporting, and continuous improvement, you will play a key role in optimizing daily IT operations and delivering a seamless technology experience for all end users.

Key Responsibilities

Technical Leadership & Strategy

• Lead the global desktop support team, ensuring high-quality IT service delivery and user satisfaction.
• Provide hands-on support to resolve desktop and technology issues.
• Own the end-to-end lifecycle of laptop/desktop procurement, deployment, and management worldwide.
• Establish and enforce security policies for device deployment, ensuring compliance with organizational standards.
• Manage asset inventory across all regions, ensuring accurate tracking and timely updates.
• Identify opportunities for process improvements, software fixes and implement best practices to enhance the efficiency of team and reduce ticket / request workload.
  
  

IT Support & Service Management

• Oversee onboarding, offboarding, Windows and Mac device imaging processes.
• Ensure timely ticket resolution and proactive issue management to minimize disruptions.
• Work closely with other IT teams, including network, security and application support, to resolve cross-functional issues and projects.
• Act as the primary escalation point for critical desktop and laptop issues, providing advanced troubleshooting support.
• Familiar with IT Service Management tools. Experience with JSM is preferable.
• Collaborate with cross-functional teams, including HR, security, and infrastructure, to align IT support with business needs.
• Maintain and update knowledge base articles for common technical issues and best practices.
  
  

Stakeholder & Vendor Management

• Build and maintain strong relationships with stakeholders, executives, and vendors to ensure seamless IT service delivery.
• Work closely with software and hardware vendors to manage procurement, inventory, licensing, and troubleshooting.
• Generate regular reports on team performance, incident resolution times, and user satisfaction to drive continuous improvement.
  
  

Team Leadership & Operations

• Manage IT support staff scheduling, ensuring adequate coverage during business hours and on-call support as required.
• Provide guidance, mentorship, and performance feedback to the desktop support team.
• Drive team efficiency by implementing best practices, process automation, and strategic planning.
• Generate regular reports on team performance, incident resolution times, and customer satisfaction and provide recommendations accordingly.
  
  

Leadership & Problem-Solving

• Proven ability to lead a team, drive process improvements, and manage IT operations effectively.
• Excellent analytical and problem-solving skills, with the ability to prioritize and execute tasks under pressure.
• Strong communication skills, capable of translating complex technical concepts into user-friendly explanations.
• Self-motivated, with the ability to prioritize and execute tasks effectively in high-pressure situations.
  
  

What You Will Bring To Forescout

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 8-10 years of experience in IT support, helpdesk, or desktop management.
• 2+ years of experience in a leadership or technical support management role.
• Experience as a systems or application administrator is a plus.
• Excellent analytical and problem-solving skills with keen attention to detail.
  
  

Required Skills & Experience

• Deep knowledge and strong troubleshooting skills with Windows 10/11, macOS, and enterprise device management.
• Very strong knowledge and hands on experience with Microsoft 365 E3 or E5, AD, SharePoint, and OneDrive.
• Hands-on experience with MDM tools (i.e. Workspace One, Kandji), MFA (Okta), VPNs (Cisco/Zscaler), patch management, and endpoint security.
• Solid understanding of networking fundamentals (IP, DHCP, VPN, Wi-Fi).
• Working knowledge and hands on experience with audio/video conferencing technologies (Zoom, Teams, WebEx)
• Proven hands-on experience in hardware troubleshooting and strong technical knowledge of current protocols, operating systems, and software, including Windows, macOS, Microsoft Office, and other productivity tools.
• Extensive experience supporting computer equipment, including Mac, PC, and mobile devices (iOS, Android, Windows)
  
  

What Forescout Offers You

Our visionary leadership team fosters an environment that encourages professional growth and development. We champion a diverse and inclusive culture that cultivates collaboration and innovation, where our team can make a global impact on security while working with industry-leading technology. We take pride in offering a competitive total compensation package. If you have a strong work ethic, are visible and lean in, you will be recognised. We are in growth mode and there is a ton of opportunity at Forescout. Apply now to find out more!

More About Forescout

The Forescout 4D Platform™ provides complete asset intelligence and control across IT, OT, IoT, and IoMT environments. For more than 20 years, Fortune 100 organizations, government agencies, and large enterprises have trusted Forescout as their foundation to manage cyber risk, ensure compliance, and mitigate threats. With seamless context sharing and workflow orchestration across more than 100 full-featured security and IT product integrations, Forescout makes every cybersecurity investment more effective. Learn more at www.Forescout.com.

Our Mission

To continuously identify, protect, and ensure the compliance of all cyber assets across the modern organisation.

Our Vision

A world where every cyber asset is seen, secure and compliant.

Our Cultural Values

• Cyber Obsessed – We are curious about technology, and we are innovative and passionate about solving big programs.
• Customer Driven – We listen, we learn, and we make it right.
• Collaborative, without Ego – No one succeeds alone. We strive to be the humble person that people want to work with.
• Relentless – We're smart, determined, and find a way. We figure stuff out.
• One Team – We all work together, and we all win together.
  
  

Our DEI Statement

At Forescout, we are committed to fostering a diverse, equitable, and inclusive workplace. We believe that diversity of background, experiences, and perspectives leads to innovation, creativity, and better decision making. We strive to create an environment where all team members feel valued, respected, and empowered. We actively promote equal opportunities and fair treatment for all individuals, regardless of their race, religion, colour, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, disability, status as a protected veteran, or any other characteristic protected by law. By embracing Diversity, Equity and Inclusion, we aspire to build a successful culture where we work together and win together as One Team.

NOTE TO EMPLOYMENT AGENCIES:We value the partnerships we have built with our preferred vendors. Forescout does not accept unsolicited resumes from employment agencies. All resumes submitted by employment agencies directly to any Forescout employee or hiring manager in any form without a signed Employment Placement Agreement on file and search engagement for that position will be deemed unsolicited in nature. No fee will be paid in the event the candidate is subsequently hired as a result of the referral or through other means.

Forescout Technologies is proud to be an Equal Employment Opportunity Employer. We value and embrace diversity, equality, inclusion, and collaboration at the core of our “One Team” philosophy. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.