Careers at Influx

About the role:

• We’re looking for a Team Lead – Modern Workplace Support to lead a team delivering IT support across multiple client accounts.
• You’ll be responsible for day-to-day team performance, service quality and client relationships. Our clients range from highly technical enterprises with established IT teams to smaller organisations that rely heavily on our expertise, so you’ll need to be comfortable communicating with both technical and non-technical stakeholders.
• You need a genuine understanding of modern workplace technology. Be confident guiding your team through technical issues and escalations.

Key Responsibilities
Lead & Develop the Team

• Lead, coach and develop a team of Modern Workplace support representatives.
• Manage rosters, workload allocation and coverage across multiple clients.
• Set clear performance expectations and support team members in achieving them.
• Run regular 1:1s, coaching sessions and team meetings.
• Step in on escalations and complex customer issues when needed.

Manage Clients & Service Delivery

• Act as a key day-to-day contact for assigned clients.
• Build strong relationships with both technical and non-technical stakeholders.
• Communicate clearly about incidents, trends, risks and service improvements.
• Help ensure client SLAs and service expectations are consistently met.

Drive Quality & Improvement

• Monitor service performance, including SLAs, CSAT, ticket trends and quality scores.
• Conduct quality reviews and use findings to coach and improve the team.
• Identify recurring issues, process gaps and opportunities to improve how support is delivered.
• Champion practical improvements across processes, tooling, automation and knowledge management.

Provide Technical Oversight

• Maintain a solid working knowledge of Microsoft 365, Intune, Entra ID, Exchange Online, Teams and Windows environments.
• Review escalated technical issues and guide the team through troubleshooting.
• Support incident management and post-incident reviews.

Requirements & Qualifications

• 2+ years’ experience in a team lead, supervisor or similar role within IT support, service desk or managed services.
• 3+ years’ hands-on IT support experience, ideally within a Modern Workplace environment.
• Working knowledge of Microsoft 365, Intune, Entra ID, Exchange Online and Teams.
• Experience managing workload, coverage and priorities across a support team.
• Strong communication skills and the ability to work confidently with both technical and non-technical stakeholders.
• Experience coaching, developing and performance-managing team members.
• Strong organisational skills and the ability to manage multiple clients and priorities.
• A continuous-improvement mindset — you naturally look for ways to make processes simpler, smarter and more effective.

Nice-to-Haves / Bonus Points

• Experience working in an MSP, managed services or outsourced support environment.
• ITIL certification.
• Microsoft certifications such as MS-900, MD-100/101 or equivalent.
• Experience with PSA, RMM or service management platforms such as ServiceNow, ConnectWise, Autotask, Freshservice, Zendesk or similar.
• Experience presenting to senior or non-technical business stakeholders.

go to method of application »

About the role:

• We’re looking for a Technical Support Agent who enjoys solving complex technical problems and helping people navigate them. You’ll troubleshoot issues across Gmail, Outlook, Apple Mail/iCloud, calendars, and platform integrations, identify the root cause, and guide customers through clear, step-by-step solutions.
• This role is ideal for someone with strong technical reasoning who can work independently, communicate confidently in English, and determine whether an issue sits with Google, Microsoft, Apple, the platform itself, or the integration between them.

Key Responsibilities

• Troubleshoot technical issues involving Gmail, Outlook, Apple Mail/iCloud, calendars, and platform integrations.
• Identify the root cause of issues across different systems, platforms, and integrations.
• Investigate account settings, permissions, authentication, synchronization, and configuration issues.
• Guide customers through troubleshooting steps such as disconnecting and reconnecting accounts, updating settings, re-authenticating integrations, and resolving email or calendar sync issues.
• Provide clear and professional voice and written support to customers with different levels of technical knowledge.
• Research and resolve unfamiliar issues using documentation, videos, internal resources, and other tools.
• Document troubleshooting steps and resolutions accurately.
• Take ownership of issues and resolve them independently, escalating to engineering only when necessary.

Requirements & Qualifications

• C1 English proficiency, with excellent spoken and written communication skills.
• Diploma or degree in IT, Information Systems, Computer Science, or a related field.
• Previous technical support experience, preferably in a SaaS, software, or technology environment.
• Understanding of how Gmail, Outlook, Apple Mail/iCloud, and calendar tools integrate and synchronize with other platforms.
• Strong understanding of technical settings, configurations, permissions, and integrations.
• Strong logical reasoning and problem-solving skills, with the ability to identify the root cause of complex issues.
• Confident providing voice support and explaining technical concepts clearly without unnecessary jargon.

Highly Preferred Qualification

• Hands-on Apple and iCloud troubleshooting experience, including Apple Mail, iCloud accounts, Apple settings, and email or calendar synchronization.

Nice-to-Haves / Bonus

• Strong knowledge of iOS and macOS.
• Access to Apple devices such as an iPhone or Mac for testing configurations and replicating customer issues.
• Experience troubleshooting Apple Mail/iCloud email and calendar synchronization.
• Experience supporting multiple operating systems and third-party integrations.
• Familiarity with authentication, account permissions, OAuth-style integrations, synchronization, and common email/calendar configuration issues.

What We’re Looking For

• Clear Communicator: You can explain technical processes simply and confidently, without overwhelming customers with jargon.
• Highly Analytical: You enjoy breaking complex problems down and figuring out where the issue actually originates.
• Resourceful: You’re comfortable learning independently through documentation, videos, and other resources when you encounter something unfamiliar.
• Patient & Customer-Focused: You can calmly guide non-technical users through troubleshooting, step by step.
• Strong Ownership: You take responsibility for finding solutions rather than immediately passing issues to someone else.
• Quick Learner: You’re comfortable working across multiple platforms and learning new systems quickly.

What we offer:

• Work from home (WFH) arrangement.
• A supportive, collaborative, and high-performance environment at work that supports a life outside work.
• A set of international clients with high standards of excellence.
• An international team.
• Comprehensive training to equip you with the knowledge and skills necessary to excel in the role.
• Plenty of opportunities to learn from, and work with, high-performing colleagues in a fast-paced environment.