IT Support Team Lead

About the Role We are looking for an experienced and motivated IT Support Team Lead to oversee our technical support operations. In this role, you will manage a team of IT support specialists, ensure timely resolution of technical issues, and drive continuous improvement in service quality. You will serve as the escalation point for complex issues while also contributing to strategic IT initiatives.

Pay range:

90k-100k Key Responsibilities Lead, mentor, and manage a team of IT support technicians, including performance reviews, scheduling, and professional development Oversee day-to-day helpdesk operations, ensuring SLAs and KPIs are consistently met Act as the primary escalation point for complex or high-priority technical issues Monitor ticket queues, workload distribution, and team productivity using ITSM tools (e.g., ServiceNow, Jira, Zendesk) Develop and maintain IT support documentation, knowledge base articles, and standard operating procedures Collaborate with infrastructure, security, and application teams to resolve cross-functional issues Identify recurring issues and drive root cause analysis and long-term remediation Manage employee onboarding/offboarding, including hardware, software, and access provisioning Evaluate and recommend tools and processes to improve support efficiency and end-user satisfaction Report on team performance metrics and present findings to IT management Required Qualifications Bachelor's degree in Information Technology, Computer Science, or a related field 3-5 years of experience in IT support, with at least 1 year in a lead or supervisory role Strong knowledge of Windows and/or macOS environments, Active Directory, and Microsoft 365 Hands-on experience with helpdesk/ITSM ticketing systems Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN) Proven ability to manage competing priorities in a fast-paced environment Excellent communication and interpersonal skills with a customer-first mindset CompTIA A+, Network+, or equivalent certification preferred Preferred Qualifications Experience with endpoint management tools (e.g., Intune, JAMF, SCCM) Familiarity with ITIL framework and best practices Experience supporting hybrid or remote work environments ITIL Foundation certification or higher is a plus Work Environment On-site position with occasional travel between office locations as needed Must be able to lift and move equipment up to 50 lbs May require occasional after-hours work for maintenance windows or urgent issues