IT Service Lead

Описание вакансии

At Lyft, our purpose is to serve and connect. We aim to achieve this by cultivating a work environment where all team members belong and have the opportunity to thrive.

Lyft is searching for an experienced IT Support Lead for our Nashville autonomous vehicle depot. This is a Tier 2 IT Support Lead role with a primary focus on IT operations, network infrastructure, and hands-on end user support for the site. You will be the on-the-ground technical authority; keeping the depot’s network, systems, and devices running reliably day-to-day — while also serving as the senior escalation point for the team and a key contributor to broader IT initiatives.

You bring deep, practical expertise in networking and end user support, and you know how to run a tight operation. You are equally comfortable troubleshooting network issues as you are presenting a service report to leadership, mentoring a junior technician or providing hands on white glove support. Like us, you value hard work and fun in equal measure.

Responsibilities:

• Site IT Operations & Network Infrastructure — Primary Focus

+ Own day-to-day IT operations for the Nashville autonomous vehicle depot, ensuring reliable uptime for all network, systems, and end user technology

+ Manage and maintain site network infrastructure including switches, routers, WiFi access points, firewalls, and VPN connectivity

+ Monitor network performance and proactively address issues before they impact depot operations or end users

+ Ensure physical and logical network security across the site, applying advanced security practices and managing privileged access functions

+ Coordinate with Lyft’s broader network and infrastructure teams on site-level changes, upgrades, capacity planning and change management

+ Maintain accurate documentation of network topology, configurations, and site infrastructure

+ Manage hardware and software inventory for the depot, including lifecycle tracking and procurement of network and end user equipment

• End User Support — Primary Focus

+ Serve as the primary IT support resource on-site, providing hands-on troubleshooting for hardware and software issues across Apple, Windows and Chrome OS environments

+ Respond to support requests in person and via the IT helpdesk ticketing system, maintaining high customer satisfaction and SLA compliance

+ Image and deploy laptops and desktops using MDM tools (JAMF, BigFix, AirWatch), ensuring devices are configured to standard

+ Support end users with AV systems, Google Meet rooms, projectors, and conferencing equipment; assist with setup for internal meetings and events

+ Administer Okta, Google Workspace, and SaaS platforms; manage user provisioning, access controls, and software deployment

+ Conduct onboarding, consultation, and training sessions to familiarize new users with site technology and equipment

+ Serve as the “last stop” escalation point on-site before issues are escalated to the next tier of support

• Incident Management & Service Delivery

+ Lead on-site incident response for critical issues, communicating clearly and promptly with stakeholders to minimize downtime and protect business continuity

+ Apply ITSM best practices across Incident, Problem, and Change management using ITIL-aligned workflows and service desk tooling

+ Track and analyze helpdesk metrics to identify recurring issues, surface trends, and drive process improvements

+ Develop and maintain runbooks and knowledge base documentation to improve team efficiency and consistency

• Team Development & Cross-Functional Collaboration

+ Mentor junior IT support team members through regular feedback exchanges, while also actively receiving and applying feedback to drive continuous improvement

+ Partner with depot operations leaders and engineering stakeholders to understand IT needs and proactively address gaps

+ Collaborate with Lyft’s distributed IT organization on cross-site projects, tooling standards, and process improvements

+ Contribute to IT roadmap planning for the Nashville depot, aligning local priorities with broader business objectives

+ Drive automation opportunities using scripting tools to reduce manual effort and improve operational consistency

Experience:

• 5+ years of experience in IT support or IT operations roles, with at least 1–2 years in a senior or lead capacity
• Hands-on expertise in network infrastructure — configuring and troubleshooting switches, routers, WiFi, firewalls, and VPN in a production environment
• Strong end user support skills with a service-first mindset and a track record of high customer satisfaction
• Advanced networking knowledge including an understanding of security principles and experience with privileged network functions
• In-depth experience with Apple MDM tools (JAMF preferred) and hands-on Windows laptop/desktop administration
• Experience using and managing ITIL-based service desk platforms and Confluence for documentation and workflow management
• Strong macOS, Windows and Chrome OS hardware and software troubleshooting experience
• Proven ability to manage competing priorities in a fast-paced depot or operations environment
• Experience mentoring junior IT staff and contributing to team capability
• Clear communicator — able to explain technical issues to non-technical stakeholders and summarize operations for leadership
• Experience with automation or scripting (e.g., Bash, Python, AppleScript) is a plus
• Experience managing hardware deployments outside of a standard MDM environment
• Ability to lift heavy equipment (50+ pounds) as needed

Benefits:

• Great medical, dental, and vision insurance options with additional programs available when enrolled
• Mental health benefits
• Family building benefits
• Child care and pet benefits
• 401(k) plan with company match to help save for your future
• In addition to 12 observed holidays, salaried team members have discretionary paid time off, hourly team members have 15 days paid time off
• 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible
• Subsidized commuter benefits
• Monthly Lyft credits and complimentary Lyft Pink membership

Lyft is an equal opportunity employer committed to an inclusive workplace that fosters belonging. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, age, genetic information, or any other basis prohibited by law. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law.

This role is on-site at a Lyft Flexdrive hub or office location full time. #Onsite

The expected base pay range for this position in the  Nashville area is $88,560 - $110,700, not inclusive of potential equity offering, bonus or benefits. Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. Your recruiter can share more information about the salary range specific to your working location and other factors during the hiring process.