Tech Support Lead

We are seeking a proactive and experienced Tech Support Lead to oversee the daily operations of our Service Desk near Columbus, GA. In this role, you will ensure the efficient delivery of technical support services, uphold high customer service standards, and guide the team toward continuous improvement. The ideal candidate is a hands‑on leader who can manage escalations, develop team members, and collaborate with IT leadership to drive innovation and operational excellence.

Key Responsibilities:

• Lead and manage the daily operations of the Service Desk team to ensure optimal performance and adherence to company standards.
• Serve as the primary escalation point for complex technical issues, providing advanced support and guidance.
• Monitor and manage incident and request queues using ITSM tools to ensure timely resolution of user needs.
• Oversee inventory of critical tools and parts, forecasting requirements to maintain operational continuity.
• Develop, maintain, and update comprehensive knowledge base articles for the Service Desk team.
• Train, mentor, and onboard Service Desk staff to ensure they have the skills and knowledge required for success.
• Collaborate with IT leadership to define, audit, and improve operational procedures.
• Provide hands‑on support for end users and customer‑facing systems, resolving technical issues efficiently.
• Lead IT projects and initiatives, ensuring alignment with organizational goals and successful execution.
• Partner with IT leadership to design learning paths and career development plans for team members.

Required Experience &

Skills:

• Minimum of 1 year of proven supervisory or team lead experience in an IT support environment.
• At least 3 years of experience in a fast‑paced Help Desk or customer‑focused IT support role.
• Hands‑on experience (3+ years) with:
• PC and laptop deployment, troubleshooting, and repair
• Windows operating systems support
• Basic networking concepts and troubleshooting
• Active Directory administration and account management
• Excellent verbal and written communication skills, with the ability to interact professionally with end users and leadership.
• Experience managing service queues, prioritizing requests, and monitoring performance against service metrics.