IT Support Lead

Lansing, MI | Full-time | Partially remote


Overview Summary

Do you want to be part of an exciting industry and work in a dynamic, interactive workplace? Do you like knowing the work you do helps raise proceeds for good causes? This position will provide the excitement of a high-tech company with fast-paced, challenging work and tremendous career growth potential. This is an opportunity to work with a leading provider of internet lottery solutions during one of the most transformative times in the lottery industry.

NeoPollard Interactive (NPi), North America’s leading provider of innovative iLottery solutions, seeks an IT SUPPORT LEAD. The IT Support Lead will serve as a vital member of our team in Lansing, Michigan and report to the IT Manager. From day one, this individual will contribute to the company’s IT team by engaging in support capacity planning, demand forecasting, software performance analysis, and system fine tuning. As an IT Support Lead with dedication and self-motivation, you will be able to thrive in a friendly and dynamic atmosphere. We are in search of somebody who will be responsible for the implementation, support, and administration of contact center and office environment technology needs.

Essential Duties and Responsibilities

  • Design, Plan, Deploy, Manage, Document, and Monitor as part of a team
  • Cloud computing platforms and services
  • Physical and virtual servers
  • Server operating systems (Windows)
  • Networking devices
  • Internet connections
  • Storage environments
  • Anti-virus, Endpoint Protection
  • Software applications
  • Scripts
  • Backups
  • Updates/patches
  • VOIP telephony systems
  • Phone Queue
  • Chat support systems
  • Office 365 Support
  • Account Provisioning
  • Network Troubleshooting
  • Ensures all IT Support SLA metrics are being met
  • Provides Support Metrics to IT Manager
  • Mentors and provides guidance to IT Support Team
  • Serve as first point of escalation for support related matters
  • Recommend upgrades, patches, automation opportunities, and new applications & equipment.
  • Proactively ensure high availability and acceptable levels of performance, security, and capacity of mission critical technological resources
  • Manages routine Data Center Maintenance across North America
  • Work directly with vendors and other IT personnel for problem resolution
  • Performs troubleshooting as required. As such, leads problem-solving efforts often involving outside vendors and other support personnel and/or organizations
  • Performs periodic performance reporting to support capacity planning
  • Available for occasional on call 24 x 7
  • Other duties as assigned by the IT Manager


Education Required

  • Bachelor’s Degree with a technical major such as engineering or computer science is preferred
  • Experience along with technology certifications may be considered in lieu of Bachelor’s degree
  • VCA, VCP, VCAP, MCSA, MCSE, CCENT, CCT, CCNA, CCNP, CISSP, CEH, AWS certifications are a plus


Skills & Experience

  • Minimum three years professional experience with system and networking administration
  • Knowledge of Active Directory, Group Policy, LAN/WAN networking
  • Preferred two years of experience with virtualization, cloud environments
  • Preferred experience managing contact center technology environments
  • Hands on knowledge of Windows Server and Desktop OS, Mac OS, and virtual environments
  • Hands on knowledge of Cisco networking equipment management
  • Computer hardware including workstations, servers, VoIP, peripherals
  • Knowledge of Office365 with SharePoint and or G Suite, AWS, and cloud environments
  • MS Office Suite
  • Knowledge of internet security and data privacy
  • Adaptability to change and unexpected events
  • Possess analytical, forward thinking, and problem-solving abilities
  • Accuracy and thoroughness in job duties
  • Ability to communicate clearly, orally, and in writing, with network users, technicians, and vendors
  • Good organizational skills
  • Honed time management skills
  • Ability to prioritize tasks and meet deadlines with a shifting workload in a fast-paced environment


Other Requirements

Must pass a complete a background check

Physical Requirements

  • Must be able to individually lift up to 50 lbs.
  • Must be able to sit, stand, crouch, reach, and lift for long periods of time

Travel Requirements

  • Occasional domestic and international travel may be required.


  • Company provided laptop and cell phone
  • Comprehensive Health, Vision, and Dental benefits
  • Life and AD&D Insurance
  • 401k retirement savings plan
  • Paid vacation and personal time
  • Employee Assistance Program (EAP)
  • Opportunity for career development
  • Business casual dress code
  • Fun & exciting work culture


About NeoPollard Interactive

Born in the digital domain, NeoPollard Interactive LLC (“NPi”) is an award-winning supplier of best-in-class iLottery solutions to the North American lottery market. Serving the largest share of U.S. lotteries that currently sell online, NPi helped pioneer the successful introduction of iLottery in the U.S. and, is North America’s proven partner of choice to enable regulated lotteries to design and deploy complex gaming solutions in support of generating incremental revenue for good causes through the online channel. NPi offers cutting-edge technology, a full suite of managed services, and the industry’s top performing game content, as part of its innovative and comprehensive approach to partnering for iLottery success. Jointly owned by Pollard Banknote Limited (TSX: PBL) and NeoGames S.A.(Nasdaq: NGMS)—both globally recognized industry leaders—NPi powers the most profitable iLottery programs. Visit us at

Pollard iLottery Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.