Tech Support Lead

Position Summary

The Christian and Missionary Alliance (C&MA) is seeking an experienced Tech Support Lead. This is a full-time position located in Reynoldsburg, Ohio. This position is under the direction of the Client Services Director and is responsible for providing advanced Help Desk support to C&MA and district staff, resolving hardware, software, cloud service, and endpoint management issues. This role oversees the full lifecycle of PC and Mac client hardware, including vendor negotiations, purchasing, deployment, and asset tracking, while managing user identities, security policies, and device compliance through Microsoft Entra ID and Intune. The position also supports remote and hybrid workers, administers mobile device management, contributes to knowledge base development, monitors Help Desk performance metrics, and may serve as IT lead for the Biennial General Council. In the performance of these duties, this position will support the overall mission of the C&MA as described below.

Specific Duties

Help Desk & End-User Support

Provides and oversees advanced IT Help Desk troubleshooting and support to all Alliance employees at the National Office (N.O.), to global workers, and to district employees who use technology services provided by the National Office technology group, primarily involving issues relating to company hardware, software, cloud services, and endpoint management, including resolving application-related support tickets using technical expertise and exceptional customer service skills

Monitors and reports on Help Desk ticket trends, SLA compliance, and service quality metrics

Identifies opportunities to streamline Help Desk workflows, automate repetitive support tasks, and refine standard operating procedures based on ticket trend analysis and end-user feedback

For employees in the field, reports and escalates systems-level or application-related programming issues to the appropriate technology team employees

Provides training and orientation to new N.O. employees both onsite and offsite, including remote/hybrid onboarding support

Assists or facilitates IT training classes, seminars, and cybersecurity awareness initiatives

Contributes to IT knowledge base documentation and self-service resources to improve first-contact resolution and reduce ticket volume

Prepares and delivers regular reports to IT management summarizing Help Desk performance, support trends, emerging issues, and recommendations for capacity, tooling, or process improvements

Maintains project updates and communications with vendors and members of the Alliance family

Continues professional development through education and training in emerging hardware, software, cloud, and security technologies

Occasional travel, after-hours, and weekend support may be required

Other tasks assigned as needed by IT leadership

Hardware & Asset Management

Oversees PC and Mac client hardware strategy including research, evaluation, options, package composition, implementation, replacement, warranty fulfillment, budget planning, and and-to-end lifecycle management

Summarizes the above strategy and presents recommendations to higher levels of authority; participates in discussions based on recommendations, and executes the final decision, including making purchases; coordinates annual PC client purchase, including timing, vendor negotiations, and relationship development

Processes all PC and Mac purchases, ensuring device standards, documentation standards, and repeatable onboarding/offboarding processes

Installs, configures, and maintains computer hardware, software, and endpoint management profiles (e.g., Microsoft Intune) while moving the organization toward automated deployment

Tracks computer hardware, software licenses, warranties, and contracts in the IT asset tracking system

Maintains and facilitates relationships with software and hardware vendors and suppliers, including negotiations

Without oversight, coordinates with general accounting the reconciliation of assets for fiscal tracking and depreciation purposes

Identity, Security & Endpoint Management

Participates in security compliance, including incident reporting/escalation expectations, a least-privilege mindset, and handling sensitive data

Manages user accounts, groups, security policies, and device objects in Microsoft Entra ID (Azure AD) and related identity platforms for Alliance employees and systems

Administers and maintains multi-factor authentication (MFA), conditional access policies, and endpoint compliance configurations

Manages and supports mobile device management (MDM) for organization-owned and BYOD mobile devices

Supports and troubleshoots VPN, remote desktop, and other remote access solutions for distributed and global workers

General Council IT Leadership

Coordinates with the National Office Council team to provide technology support per Council requirements

Provides set-up and technology support for various offices onsite (Office of the Corporate Secretary, etc.), and miscellaneous support as requested by Council lead

Leads all technology efforts concerning General Council including planning, IT personnel direction, and onsite IT technical decisions pre- and post-Council

The Christian and Missionary Alliance (The Alliance, the C&MA) was birthed in 1887 from a vision of Pastor A. B. Simpson in New York City, who became heartbroken over the plight of the homeless, the immigrant, and the marginalized. Today, we share his passion to offer tangible help and lasting hope to the world's neediest people.

We believe that from the beginning of time, God set in motion a loving plan for humanity that is carried out in each of us through the redemptive work of Jesus Christ. We believe the best way to see this plan fulfilled is by extending His love to those who have yet to experience it.

Through 2,000 churches in the United States and 700 workers in 70 countries, we pay forward the love of Jesus to suffering and overlooked people in our communities and throughout the world through a wide variety of developmental and compassionate care projects and initiatives.

Because the C&MA is a Christ-centered global movement, we place a high value on employing a diverse, multicultural workforce to accomplish His Great Commission. Accordingly, we will be proactive throughout our hiring process to embrace and cultivate racial and ethnic diversity among our U.S. National Office staff.

Requirements

Two-year or four-year college degree in a related field (Information Technology, Computer Science, or similar)

3+ years of IT support or help desk experience, with demonstrated progression from general troubleshooting to more complex technical problem-solving

Experience managing and supporting Windows and Mac endpoint environments, including hardware lifecycle management from procurement through retirement

Demonstrated experience administering Microsoft 365 services, cloud-based identity platforms (e.g., Microsoft Entra ID), and endpoint management tools (e.g., Microsoft Intune)

Experience mentoring, training, or providing technical guidance to junior support staff or end users, even in the absence of formal supervisory authorityBenefits

Salary range $59,000 to $69,000 per year

Health plan (medical/dental/vision/HSA)

Life Insurance

403(b) retirement plan with a percentage of employer matching

Retirement grant

Long-Term disability

Paid time off (vacation/holidays/personal days)

Sick time (accrues, with additional extended illness bank for rollover hours)

Other paid leave (compassionate care, jury duty, parental, etc.)

Employee assistance program