IT Team Lead

Acclaro It Team Lead

At Acclaro, we're more than a localization company. We're a global team of language enthusiasts, cultural connectors, and technology innovators. Our mission is to help brands speak the world's languages and resonate deeply across cultures by blending human expertise with cutting-edge technology.

With over two decades of experience and our proprietary platform, we support some of the world's most recognizable brands in expanding their global reach. Join us on our journey to be the model localization company of the next decade, one that's loved by clients, colleagues, and communities alike.

As our IT Team Lead, you'll play a critical role in keeping Acclaro's global teams productive, supported, and connected. You'll lead the day ‑ to ‑ day operations of the IT Helpdesk while remaining hands ‑ on with technology—solving complex problems, guiding technical decisions, and setting the standard for service excellence.

This is a hands ‑ on leadership role, designed as the first step on the management career path. The role is primarily focused on technical leadership and operational support (approximately 80%), with growing responsibility for people leadership and team development (approximately 20%). It's an ideal opportunity for a technically strong professional who's ready to develop management capabilities while staying close to the day to day operational work.

What You'll Do

• Lead the daily operations of the IT Helpdesk, ensuring timely, reliable, and high ‑ quality support across the organization
• Act as the primary escalation point for complex incidents, service requests, and technical issues
• Monitor ticket queues, workload distribution, and service levels to maintain strong user satisfaction
• Identify recurring issues, perform root ‑ cause analysis, and implement sustainable solutions
• Support the administration and maintenance of IT systems, infrastructure, endpoints, and end ‑ user technologies
• Maintain and continuously improve IT documentation, knowledge base articles, and operational procedures
• Contribute hands ‑ on to IT projects, system implementations, upgrades, and continuous improvement initiatives
• Promote adherence to IT security, compliance, and governance standards

People Leadership

• Provide day ‑ to ‑ day supervision, coaching, and technical guidance to Helpdesk Engineers
• Support onboarding, training, and ongoing development of team members
• Conduct regular check ‑ ins, provide constructive feedback, and support performance improvement
• Foster a collaborative, customer ‑ focused, and psychologically safe team culture
• Support scheduling, coverage planning, and operational continuity

Business & Management Exposure

• Partner with IT Managers as well as VP IT to support technical strategy and operational planning
• Contribute to service management, governance, and process improvement initiatives
• Support IT project delivery through coordination and technical leadership
• Participate in vendor interactions and service reviews as needed
• Gain exposure to budgeting, forecasting, and resource planning activities

This Role Is For You If You

• Have 5+ years of experience in IT support, helpdesk, systems administration, or a related technical role
• Have experience mentoring, coaching, or informally leading technical teams
• Bring strong knowledge of Microsoft 365, Entra ID / Active Directory, endpoint management, and ITSM platforms
• Are confident supporting Windows, macOS, networking fundamentals, and end ‑ user technologies
• Enjoy troubleshooting complex issues and driving incidents through to resolution
• Communicate clearly and empathetically with a strong customer ‑ service mindset
• Can prioritize competing demands and thrive in a fast ‑ paced, global environment
• Are motivated to grow your people ‑ leadership and management skills

You'll Stand Out If You

• Hold ITIL, Microsoft, Azure, or other equivalent technical certifications
• Have experience with Intune, VMware, cloud platforms, automation, or security technologies
• Have supported IT projects or change management initiatives
• Have experience working with global or distributed teams
• Enjoy building scalable processes while staying hands ‑ on and practical
• Have experience in working in an environment aligned to the ISO:27001 framework

Why Join Acclaro?

• Global Team, Local Impact: Collaborate with colleagues around the world while making meaningful contributions locally.
• People-First Culture: Work in a supportive, inclusive environment that values your voice and well-being.
• Flexible Work Style: Enjoy remote work, flexible PTO, and a healthy work-life balance.
• Career Growth: Access mentorship, development programs, and clear pathways for advancement.
• Impactful Work: Help top-tier brands succeed globally while promoting cultural understanding and connection.
• Competitive Compensation & Benefits: Market-leading pay, bonuses, and comprehensive medical and retirement plans.
• Recognition & Support: Be seen and celebrated through regular recognition programs and supportive leadership.

Values We Live By

• Passion with a Purpose – We're energized by our work and why it matters.
• Go the Extra Mile – We strive for excellence and proactive value.
• Honesty in Action – We act with integrity, openness, and respect.
• Own It, Do It – We follow through, take accountability, and take pride in our outcomes.

Inclusion & Equal Opportunity - Acclaro is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are made based on qualifications, merit, and business needs.