IT Service Lead

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.

Lyft highly values having employees working in-office to foster a collaborative work environment and company culture. This role will be in-office on a hybrid schedule following the establishment of a Lyft office in Nashville — Team Members will be expected to work in the office 3 days per week on Mondays, Wednesdays, and Thursdays. Lyft considers working in the office at least 3 days per week to be an essential function of this hybrid role. Additionally, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year. #Hybrid

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.