IT Support Lead

Description The IT Support Lead plays a critical hands-on and coordination role within a lean, high-impact IT team supporting a 7-day-a-week, guest-critical, hospitality-rich operation. This role serves as the day-to-day operational lead for IT support and infrastructure execution, ensuring work is prioritized, dispatched, and completed efficiently while freeing senior technical staff to focus on network stability, cybersecurity, and long-range infrastructure initiatives.

This is not a people-manager role. Instead, the IT Support Lead will orchestrate IT work across help desk support, networking and infrastructure, and special initiatives, acting as a force multiplier for the team. This position requires self-motivation, the ability to build consensus, excellent customer service skills, and the ability to work independently while exercising sound judgment. This includes recognizing when an issue exceeds your knowledge or authority and proactively seeking guidance from senior team members or escalating issues in a timely manner.

Key Responsibilities:

IT Operations & Support Leadership

• Own the IT Ticket queue - act as the primary dispatcher and coordinator for IT tickets, requests, and operational needs; ensure ticket queue is continually maintained, organized and up to date.
• Triage incoming issues and route work appropriately (self-solve, assign, escalate, or schedule).
• Seek guidance from senior team members when an issue or proposed solution is not fully understood.
• Maintain situational awareness across all active IT work to reduce reactive “firefighting”
• Own the internal support wiki – create and capture documentation and ensure existing content remains up to date. Provide hands-on troubleshooting and personally resolve IT support requests as needed, including when other team members are unavailable or additional support is required.
• Ensure timely responses and follow-through for all requests.
• Approve and process IT related invoices.
• Help improve consistency and clarity in IT support workflows.

Infrastructure & Deployment Support

• Assist with IT deployments and rollouts led by the Network Administrator or Product Team.
• Support hardware installs, device imaging, basic network troubleshooting, and system setup
• Keep server rooms and other shared IT spaces organized and fire code compliant; proactively identifying and addressing hazards, coordinating corrective action when needed, and following through until issues are resolved.
• Help maintain inventory of IT assets and AV equipment.
• Collaborate with outside IT and AV vendors for event support.
• Participate in infrastructure projects as assigned (server installs, switch cutovers, etc.)
• Assist with coverage during planned power outages.

Required Qualifications:

• 3+ years of experience in IT support, help desk, or technical operations.
• Working knowledge of enterprise IT environments (hardware, software, basic networking).
• Experience supporting users in fast-paced, customer-facing environments.
• Strong troubleshooting, prioritization, and communication skills.
• Comfortable operating independently and making judgment calls.
• Willingness to support off-hours and weekend operations as needed.

Preferred Qualifications:

• Experience coordinating IT work across multiple locations or venues.
• Awareness of network infrastructure, access control systems, or cybersecurity concepts.
• Experience working closely with Network Administrators or Infrastructure teams
• Hospitality, attractions, or live-event environment experience

Full Time, Hourly Position Pay Range: $29.00 - $34.90 / hour, Depending on Experience

Benefits include:

• Medical, Dental, Vision, Life, Long Term Disability
• 401k plan, we will match 50% of the first 6% you contribute, equivalent to 3% of your wages
• Deferred compensation into 401(k) account at company Shareholder discretion. Eligible to begin participating after one year of service with an annual plan entry date of October 1st.
• Paid Personal Days (10 per year)
• Paid Time Off of 14 days / year based on working 2080 hours / year
• Tuition reimbursement of 50%, up to $2500 / year
• New child family leave up to 4 weeks while on approved FLMA and enrolled in company sponsored medical plan
• 35% discount for many purchases at the Space Needle (Retail, Food and Beverage)
• Charitable Contributions / Matching Gift, up to $200 year
• Paid parking or up to $250 / month towards an orca card

The Space Needle symbolizes the innovative and forward-thinking spirit of Seattle. Our Team Members reflect our inclusive city, diverse country, and multicultural world. As an equal opportunity employer, we make all employment decisions without regard to race, color, religion, age, sex, national origin, marital status, sexual orientation, gender identity, the presence of any sensory, physical, or mental disability, military status, political ideology, genetic information, or any other status protected by local, state, or federal law. All Team Members and potential Team Members who apply for an opening will be considered without regard to these factors. We carefully screen applicants based on qualifications such as their training, education, skills, aptitude, experience, and previous work record.