{"id":3342686,"url":"https://alion.io/job/nerdio-support-team-lead-america","title":"Support Team Lead - America","company":{"id":578,"name":"Nerdio","domain":"getnerdio.com","url":"https://alion.io/company/nerdio","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Rippling","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":35,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":128000,"max_usd":261000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":571},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Active Directory","optional":false},{"name":"Azure","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Windows","optional":false},{"name":"ITIL","optional":true},{"name":"ITSM","optional":true}],"status":"live","first_seen_at":"2026-10-27T10:46:53Z","employer_posted_date":"2026-10-27","last_verified_at":"2026-10-31T03:20:29Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"About Nerdio\nAt Nerdio, our mission is to simplify the lives of IT professionals and maximize their Microsoft cloud and end user computing investments.\nWe support organizations of all sizes looking to deploy, manage, and cost-optimize native Microsoft technologies. We partner with Enterprises and Managed Service Providers all over the world to add value on top of their existing native Microsoft investments like Azure Virtual Desktop (AVD), Windows 365, and Microsoft Intune.\nCreated in 2016, Nerdio has always taken a market-leading and collaborative approach to cloud deployment and management. In fact, our product roadmap is greatly influenced by the regular feedback we receive from having seen companies deploy AVD into production environments several thousand times using Nerdio technology.\nToday, Nerdio is used in over 50 countries by more than 15,000 organizations of every size and vertical. We’re committed to delivering exceptional service and support, which starts with identifying and supporting the best staff possible.\nWe are a fast-moving, nimble company looking for individuals who are collaborative, empathetic, driven and who love to move at the speed of light. If you want to be part of the AVD transformation that Microsoft and Nerdio are leading, then we want to speak with you.\nAbout the role\nYou will be responsible for leading a team of motivated and skilled Support Engineers for our AMER-based Support Team. This role balances hands-on technical support with team leadership, operational oversight, and quality control. You will be leading a team of highly functioning individuals comprised of Level 1 and 2 engineers. This is a working team lead role. You will oversee tickets, coach engineers, and drive operational discipline across the team to achieve a world class support experience for Nerdio customers.\nWhat you'll do\nProvide daily guidance and direction to Nerdio Support Engineers\nReview cases for troubleshooting depth, documentation quality, and communication clarity\nSet expectations for case ownership, follow-through, and customer updates\nAct as the first point of escalation for engineers on complex, high-priority, or sensitive cases\nSupport onboarding and ramping of new engineers\nDeliver direct coaching and performance feedback aligned with Technical Support expectations\nReinforce consistent ways of working across regions\nOperational Ownership\nOwn day-to-day performance and operation of the Nerdio Support queue\nIdentify trends and recurring issues and partner with leadership on process improvements\nEnsure escalated cases meet set standards and include proper documentation and diagnostics\nMonitor metrics such as; ticket flow, backlog, and team performance\nEnsure SLA adherence and proactive communication in priority cases\nPartner with the Escalation team to ensure clean, well-documented handoffs\nStep in on high-impact cases when needed to stabilize customer situations\nAssist navigating customers to the correct Nerdio resource, should Support not be the correct department for their queries.\nNerdio Customer Support\nProvide advanced troubleshooting support for complex Nerdio product issues across Nerdio Manager for Enterprise (NME) and Nerdio Manager for MSP (NMM).\nEngage directly with customers via webform emails or live troubleshooting sessions\nServe as a senior technical resource for high-impact customer cases\nTechnical Expertise\nDemonstrate strong working knowledge of:\nAzure Virtual Desktop (AVD)\nWindows 365 Cloud PC\nMicrosoft Intune\nMicrosoft Entra ID (Azure AD)\nActive Directory (AD DS / Entra DS)\nFSLogix\nAzure networking fundamentals\nPromote structured troubleshooting methods and consistent ways of working\nCross-Functional Collaboration\nPartner with Escalation teams to ensure clean handoffs and efficient resolution\nCollaborate with the Engineering and Product teams on reproducible issues and feedback\nSupport Sales Engineering and Customer Success during customer engagements\nDrive alignment across regions to maintain global standards\nQualifications\n5+ years of technical support, cloud infrastructure, or enterprise systems experience\nStrong experience with Azure Virtual Desktop and Intune environments\nComfortable leading peers; setting technical and operational standards\nClear communication with both customers and internal stakeholders\nStrong diagnostic and troubleshooting mindset\nPreferred Qualifications\nPrior experience leading or mentoring others is advantageous\nMicrosoft AZ-104 (Azure Administrator) and/or AZ-140 (Azure Virtual Desktop Specialty) certifications are advantageous\nPrior hands-on experience with Nerdio Manager for either Enterprise or MSP, is advantageous\nPrevious experience in providing support for cloud-based services or SaaS products\nExperience with ITSM systems, such as Zendesk\nITIL v4 framework\nBenefits and Incentives\nCompetitive Base and Incentive Plan\nStock Options\nHealth and Welfare Plans*\nLife and Disability Plans*\nRetirement Plan*\nUnlimited Flexible Paid Time Off, including your birthday off!\nCollaborative Team Culture\n* Benefits for international employees, outside the US, vary by country.\nNerdio is committed to a diverse and inclusive workplace. 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