Position Overview
We are seeking an experienced IT Support Lead to manage and oversee our technical support operations. The ideal candidate will combine strong technical expertise with excellent leadership skills to ensure smooth IT operations, high-quality end-user support, and efficient problem resolution.
Key Responsibilities
* Lead and manage the IT support team, providing guidance, mentoring, and performance feedback.
* Act as the primary escalation point for complex IT issues, ensuring timely resolution.
* Oversee daily IT support operations (helpdesk, ticketing system, hardware/software troubleshooting, user access management).
* Develop and implement support processes, workflows, and documentation to improve efficiency and service quality.
* Monitor KPIs and SLAs, ensuring high standards of customer satisfaction and system uptime.
* Collaborate with other IT functions (infrastructure, security, applications) to deliver seamless support.
* Conduct training sessions and knowledge-sharing activities for staff and end users.
* Manage IT assets, licensing, and inventory.
* Contribute to IT strategy, policies, and continuous improvement initiatives.
Qualifications & Skills
Education & Experience
* Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
* 4–6 years of experience in IT support roles, with at least 2 years in a leadership/supervisory position.
Technical Skills
* Strong knowledge of Windows, macOS, and Linux environments.
* Experience with Active Directory, Office 365, Azure, networking, and security fundamentals.
* Familiarity with IT ticketing/helpdesk systems (e.g., Jira, ServiceNow, Zendesk).
* Knowledge of ITIL framework and best practices.
Soft Skills
* Excellent problem-solving and decision-making skills.
* Strong communication and interpersonal skills.
* Ability to manage multiple priorities in a fast-paced environment.
* Leadership qualities with a collaborative, hands-on approach.
Job Type: Contract
Contract length: 6 months
Work Location: In person