Manage a distributed team of 4 IT support specialists across multiple time zones, including international staff.
Drive resolution speed, operational consistency, and measurable uplift in employee IT experience.
Build processes, tooling, and automation to reduce manual toil and scale support capacity.

Responsibilities:

Manage ticketing system with SLA management, queue prioritization, escalation paths, and closure quality.
Track and report on key performance indicators (MTTR, first contact resolution, ticket volume, SLA adherence).
Identify high-volume repetitive tasks and lead automation and self-service initiatives.

Qualifications:

4+ years in IT support or systems administration, with 1–2 years in a lead or management capacity.
Hands-on proficiency with ITSM/ticketing platforms and modern enterprise IT stacks.
Strong communication skills across time zones and all stakeholder levels.

Dragos

Dragos is a market leader in ICS/OT Cybersecurity, dedicated to arming customers with technology, threat intelligence, and services to protect industrial systems. They are a remote-first culture with operations in North America, Europe, the Middle East, and APAC, and seek mission-oriented teammates who embody authenticity, transparency, and trust.

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