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The IT Support Technician V is the senior-most individual contributor on the support track. They handle the highest-complexity tickets in the shared queue while maintaining overall queue health, serving as the final support-level technical escalation point, and acting as a player-coach who sets the technical and quality bar. 

Beyond the queue, this role anchors a regional pod and handles day-to-day IT operations for their site, including procurement and regional M&A / new-hire onboarding, with a focus on employee success through the first 90 days. They are also the designated backup who steps in to keep the site and pod running when the IT manager is not present.

Location: Onsite out of our Boston office 5 days a week Monday - Friday 

Reports to: IT Support Manager 

Queue management

•   Handles the highest-complexity tickets alongside L3 and L4 and maintains overall queue health: monitors aging, stale, and unassigned tickets; assigns and reassigns by complexity and workload.
•   Ensures no ticket goes unowned; drives queue hygiene - priority alignment, category accuracy, and closure quality.
•   Surfaces queue trends to the manager: volume spikes, SLA risk, and recurring issue types. 

Escalation and incident management

•   Serves as the final support-level escalation point and manages the formal handoff to Engineering with full context documented.
•   Acts as incident commander for significant endpoint or infrastructure incidents - manages the timeline, stakeholder communication, post-incident review, RCA, and follow-on remediation. 

Executive / VIP ownership

•   Manages the executive IT relationship as single point of contact for C-suite EAs and Chiefs of Staff; runs proactive device health checks and zero-downtime refresh cycles for VIP users.
•   Pre-flights AV and technology for board meetings, all-hands, QBRs, and MBRs; maintains strict confidentiality on executive workflows and data.

Site operations and pod anchor

•   Manages day-to-day IT operations for their site and anchors a regional pod (for example, a regional L5 supporting remote L3s and contractors).
•   Acts as the technical escalation point and work-assigner for pod contractors.
•   Serves as the designated backup for site operations and pod leadership when the IT manager is not present - stepping in to keep the site running and decisions moving.

Vendor Relationship

•   Handles regional vendor transactions, quotes, budget input, and asset / lifecycle decisions.

M&A and new-hire onboarding

•   Assists with regional M&A integration and new-hire onboarding for the site end-to-end, with a focus on employee success through the first 90 days of onboarding experience and standardization.
•   Manages the onboarding/offboarding process; partners with HR, IT Engineering, and Security to maintain the standard and tracks SLA / completion compliance. 

Standards, documentation, and mentorship

•   Defines and maintains the team's quality bar; champions documentation quality across internal runbooks, escalation playbooks, and incident response documentation.
•   Provides structured mentorship to L3 and L4; participates in hiring loops and technical interviews; proposes tooling and workflow improvements.

• 5+ years of IT support or end-user computing experience - relevant hands-on experience is valued over a specific degree
• Strong technical and analytical troubleshooting skills across endpoints, networking, and infrastructure, including proficiency with ServiceNow, Okta, Slack/Zoom, Google Workspace, and endpoint management platforms (Tanium, JAMF, Intune/Autopilot)
• Demonstrated ownership of high-complexity tickets and escalations, including incident command, RCA documentation, and clean handoffs to Engineering
• Hands-on AV skills - conference room systems, video conferencing platforms, and pre-flighting technology for meetings and events, plus experience supporting executive/VIP users and coordinating with vendors on procurement and site operations
• An Own It mentality - driving problems to resolution without being asked - paired with a Join Forces approach to mentoring L3/L4 and acting as a dependable teammate across all sites

This role is based out of our Boston office. 

• Competitive salary and 401k with employer match
• Discretionary paid time off
• Paid parental leave for all
• Medical, Dental, Vision plans
• Fitness Programs
• Emotional & Mental Wellness support
• Learning & Development programs
• Employee Resource Groups (ERGs)
• And yes, we have snacks in our offices

Benefits listed herein may vary depending on the nature of your employment and the location where you work