Team Lead, Support TechnicianPalmetto is a leading clean tech company on a mission to accelerate the transition to a clean energy future. With a belief that consumers can have it all, we are an uncompromising energy company that makes coming clean a no brainer. Our award-winning technology platform empowers homeowners, businesses, and entrepreneurs to adopt renewable energy through simple, scalable, and innovative solutions. Operating at the intersection of B2B and D2C, we offer software, financial products, and services that drive real environmental impact—without compromising value.
We deliver end-to-end solutions for whole home electrification that put clean energy within reach for all.Our employees are our most valuable resource. We foster a promote-from-within culture that prioritizes talent development, career growth, and purpose-driven work. Palmetto offers a comprehensive benefits package—including unlimited PTO, medical, dental, and vision coverage, paid parental leave, retirement plans, and more—so you can have it all both personally and professionally. Palmetto prioritizes people, planet, and profit—backed by a culture that values collaboration, impact, and balance.
Join us in building a brighter, cleaner world.This position will be based in Charlotte, NC.This position will report to the Manager, Core Systems.The Team Lead, Support Technician is responsible for overseeing day-to-day IT support operations while actively mentoring and managing a team of Support Technicians. This role combines hands-on technical expertise with leadership, stakeholder engagement, and continuous improvement.In addition, this role will act as a champion for AI-driven and agentic support, identifying and implementing opportunities to scale IT support through automation, intelligent workflows, and AI-powered agents. You will play a key role in evolving the support model to efficiently serve a growing user base (~700 employees and contractors) while maintaining a high-quality end-user experience.Strategic & TacticalTeam Leadership & Operations:Lead, mentor, and support a team of Support Technicians, providing guidance, training, and performance feedbackOversee daily ticket queue operations, ensuring SLA adherence and high-quality service deliveryAssign, prioritize, and escalate tickets as needed while maintaining visibility across team workloadEstablish and enforce support standards, workflows, and best practicesAct as the primary escalation point for complex technical and operational issuesTechnical Support & Systems Administration:Provide advanced (Level 2/3) support for Palmetto Core Systems, including but not limited to: Google Workspace, OneLogin, Office 365, Slack, Atlassian (Jira/Confluence), Tray.io, Intercom, Bitdefender, Rippling, Figma, Zoom, and 1PasswordOversee account lifecycle management (provisioning, access control, onboarding/offboarding)Troubleshoot hardware and software issues across Windows and Mac environmentsManage device deployment, inventory, and lifecycle processes for in-office and remote employeesAI & Agentic Support Enablement:Champion the adoption of AI-powered and agentic support solutions to scale IT operations and improve response timesIdentify, design, and implement opportunities for automation across support workflows (ticket triage, access requests, onboarding, knowledge retrieval)Partner with internal teams to deploy AI agents and self-service capabilities within tools like Slack, Jira Service Management, and knowledge basesContinuously evaluate emerging AI tools and recommend solutions that enhance support efficiency and user experienceDrive reduction in manual ticket volume through intelligent automation and proactive support strategiesEstablish metrics to measure the effectiveness of AI/agentic support (deflection rate, resolution time, user satisfaction)Stakeholder Engagement & Cross-Functional Support:Serve as the primary IT point of contact for stakeholders across departmentsBe the primary point of contact and escalation for the Charlotte office for all things IT relatedManage vendor relationships for in office services, such as SpectrumPartner with HR, People Ops, and Facilities on onboarding, offboarding, office support, and equipment lifecycle initiativesCollaborate with business teams to understand system, tooling, and workflow challenges and drive scalable solutionsTranslate technical issues into clear, actionable communication for non-technical stakeholdersProcess Improvement & Project Delivery:Lead and contribute to IT projects, including system implementations, automations, and process improvementsDrive continuous improvement of support workflows, ticket handling, and end-user experienceIdentify opportunities for automation across MDM, SSO/SAML, and onboarding processesManage team projects and initiatives through Jira Service ManagementDocumentation & Knowledge Management:Own and maintain IT documentation, policies, and knowledge base (Confluence)Standardize support procedures and ensure documentation is current and accessiblePromote knowledge sharing within the team and across the organizationEnsure documentation is structured to support AI-driven knowledge retrieval and self-serviceQualifications:4–7+ years of IT support or systems administration experiencePrior experience leading or mentoring a support team strongly preferredExperience implementing or working with automation, scripting, or AI-driven support tools is highly preferredStrong experience with SaaS administration, MDM, SSO/SAML, and endpoint security toolsExperience working with ticketing systems (Jira Service Management preferred)Proven ability to manage projects and improve operational processesIndustry certifications (e.g., Google Workspace, Microsoft, ITIL) are a plusBachelor's degree or equivalent experience in a relevant field preferredEmployment is contingent upon the successful completion of a background check.Palmetto embraces diversity and is an Equal Employment Opportunity employer. Employment is decided on the basis of qualifications, merit, and business need.
We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or any other status protected under federal, state, or local law.