IT Service Lead

<p>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.</p> <p>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.</p> <p>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.</p> <h2><strong>Responsibilities:</strong></h2> <ul> <li><strong>Site IT Operations & Network Infrastructure — Primary Focus</strong> <ul> <li>Own day-to-day IT operations for the Nashville autonomous vehicle depot, ensuring reliable uptime for all network, systems, and end user technology</li> <li>Manage and maintain site network infrastructure including switches, routers, WiFi access points, firewalls, and VPN connectivity</li> <li>Monitor network performance and proactively address issues before they impact depot operations or end users</li> <li>Ensure physical and logical network security across the site, applying advanced security practices and managing privileged access functions</li> <li>Coordinate with Lyft’s broader network and infrastructure teams on site-level changes, upgrades, capacity planning and change management</li> <li>Maintain accurate documentation of network topology, configurations, and site infrastructure</li> <li>Manage hardware and software inventory for the depot, including lifecycle tracking and procurement of network and end user equipment</li> </ul> </li> <li><strong>End User Support — Primary Focus</strong> <ul> <li>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</li> <li>Respond to support requests in person and via the IT helpdesk ticketing system, maintaining high customer satisfaction and SLA compliance</li> <li>Image and deploy laptops and desktops using MDM tools (JAMF, BigFix, AirWatch), ensuring devices are configured to standard</li> <li>Support end users with AV systems, Google Meet rooms, projectors, and conferencing equipment; assist with setup for internal meetings and events</li> <li>Administer Okta, Google Workspace, and SaaS platforms; manage user provisioning, access controls, and software deployment</li> <li>Conduct onboarding, consultation, and training sessions to familiarize new users with site technology and equipment</li> <li>Serve as the “last stop” escalation point on-site before issues are escalated to the next tier of support</li> </ul> </li> <li><strong>Incident Management & Service Delivery</strong> <ul> <li>Lead on-site incident response for critical issues, communicating clearly and promptly with stakeholders to minimize downtime and protect business continuity</li> <li>Apply ITSM best practices across Incident, Problem, and Change management using ITIL-aligned workflows and service desk tooling</li> <li>Track and analyze helpdesk metrics to identify recurring issues, surface trends, and drive process improvements</li> <li>Develop and maintain runbooks and knowledge base documentation to improve team efficiency and consistency</li> </ul> </li> <li><strong>Team Development & Cross-Functional Collaboration</strong> <ul> <li>Mentor junior IT support team members through regular feedback exchanges, while also actively receiving and applying feedback to drive continuous improvement</li> <li>Partner with depot operations leaders and engineering stakeholders to understand IT needs and proactively address gaps</li> <li>Collaborate with Lyft’s distributed IT organization on cross-site projects, tooling standards, and process improvements</li> <li>Contribute to IT roadmap planning for the Nashville depot, aligning local priorities with broader business objectives</li> <li>Drive automation opportunities using scripting tools to reduce manual effort an