Piper Companies is hiring an IT Technical Operations Lead for a non profit education technology company located in Raleigh, NC. The IT Technical Operations Lead will be a blend of hands-on technical troubleshooting, helpdesk management and customer success strategy to ensure seamless IT service delivery and exceptional user experience. The IT Technical Operation Lead role is a contract to hire position and is available for remote work within the EST hours.

REQUIREMENTS FOR THE IT TECHNICAL OPERATIONS LEAD:

• Bachelor’s degree in Information Technology, Computer Science, or related field
• 5+ years of experience in IT support, technical operations, or customer success roles
• Proven leadership experience in managing help desk or support teams
• Strong knowledge of Windows/Mac OS, networking fundamentals, cloud platforms (e.g., Microsoft 365, Azure), and enterprise applications
• Excellent communication, problem-solving, and interpersonal skills
• ITIL certification or similar is a plus

• Lead daily operations of the IT help desk, ensuring timely resolution of technical issues across hardware, software, and network systems
• Serve as the escalation point for complex technical problems, providing expert troubleshooting and root cause analysis
• Proactively identify recurring issues and implement solutions to improve user satisfaction and reduce support volume
• Mentor and coach support staff, fostering a culture of accountability, learning, and service excellence
• Act as a strategic partner to internal teams and external clients, ensuring IT services align with business needs