IT Support Lead & Licensing Administrator
contract•Houston
About this role
This is a remote position.
Engagement: Contract (1099)
Job Title: IT Support Lead & Licensing Administrator (Contract)
Employment Type: 1099 Contractor
Location: Remote (US-based; Central Time preferred)
Duration: 3 months
Overview
We are seeking a hands-on IT Support Lead to manage day-to-day helpdesk operations while owning user access and licensing administration. This role will provide Tier 1–2 support, improve support processes/documentation, and ensure accurate provisioning, deprovisioning, and license management across core systems.
Key Responsibilities
- Provide Tier 1–2 support via ticketing/email/chat/phone (access, hardware/software, connectivity).
- Own the Jira Service Management (JSM) queue end-to-end: intake, triage, prioritization, assignment, escalations, customer communication, and closure.
- Coordinate escalations with the Infrastructure team: serve as the primary point of contact, ensure clear handoffs, track progress, and perform resolution follow-ups through completion.
- Own daily helpdesk operations: triage, prioritization, escalations, and status updates.
- Manage onboarding/offboarding: account provisioning, role-based access, and access validation.
- Administer user licensing (e.g., Microsoft 365/Entra ID or equivalent): assignment, reclamation, audits, and reporting.
- Maintain and improve documentation and knowledge base; standardize recurring workflows.
- Identify trends/root causes and propose improvements to reduce ticket volume.
- Perform light admin/coordination tasks (asset tracking, basic records) as needed.
Requirements
Requirements
- Solid experience with IT helpdesk / desktop support (Tier 1–2).
- Hands-on experience owning a ticket queue in Jira Service Management (or comparable platform), including triage and escalation workflows.
- Experience with user lifecycle management (provisioning/deprovisioning) and licensing administration.
- Familiarity with ticketing systems and support workflows (intake, triage, escalation).
- Strong troubleshooting skills (Windows/macOS, common productivity tools).
- Excellent communication and ability to work independently in a remote environment.
Nice to Have
- Experience leading a helpdesk queue or acting as a team lead (SLA/backlog/process improvements).
- Microsoft 365 Admin / Entra ID (Azure AD), MFA/SSO concepts.
- Intune/Jamf or endpoint management tools.
- Basic PowerShell for reporting/licensing audits.
What you'll do
- The IT Support Lead will manage day-to-day helpdesk operations and oversee user access and licensing administration. This includes providing Tier 1–2 support and improving support processes and documentation.
About Indigo Beam
Indigo Beam Consulting represents a common sense approach to solving business problems through technology. Indigo is the most fundamental yet overlooked color of the rainbow. Born out of Bluware Inc., Indigo Beam was conceived as a full-service business consulting company that deeply cares about creating technology solutions that are in harmony with environments in which they exist. We believe that for a technology solution to be sustainable, it has to be congruent with the business processes it serves, indigenously maintainable, and cognizant of the unique traits of the organization which it calls home.
Indigo Beam consultants represent a wealth of experience and deep expertise in the Power and Utilities, Oil and Gas, Public Sector and Healthcare Industries. Our reference list represents over twenty five satisfied and long term relationships who are not only clients but part of the Indigo Beam Family.
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Frequently Asked Questions
What does a IT Support Lead & Licensing Administrator do at Indigo Beam?
As a IT Support Lead & Licensing Administrator at Indigo Beam, you will: the IT Support Lead will manage day-to-day helpdesk operations and oversee user access and licensing administration. This includes providing Tier 1–2 support and improving support processes and documentation..
Is the IT Support Lead & Licensing Administrator position at Indigo Beam remote?
The IT Support Lead & Licensing Administrator position at Indigo Beam is based in Houston, Texas, United States. Contact the company through Clera for specific work arrangement details.
How do I apply for the IT Support Lead & Licensing Administrator position at Indigo Beam?
You can apply for the IT Support Lead & Licensing Administrator position at Indigo Beamdirectly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.