IT Technical Lead

The IT Technical Lead provides operational and technical leadership for Tier 2 IT Support Analysts and helps ensure reliable, secure, and customer-focused technology service delivery. This position leads daily Tier 2 service desk operations, drives service-level agreement compliance and ticket quality, and provides hands-on Level 2 and Level 3 troubleshooting for complex hardware, software, identity, endpoint, collaboration, and access issues. The role owns key end-user lifecycle activities, including account builds, device deployment, onboarding, offboarding, and asset management, while partnering with Infrastructure, Security, Power Platform, and other IT teams to resolve escalated issues and implement technical solutions that address business needs.

The IT Technical Lead provides subject matter expertise, technical mentoring, and troubleshooting guidance to support analysts while supporting documentation, knowledge management, and continuous service improvement initiatives.

This position reports to the IT Support Manager and provides day-to-day technical and service delivery leadership for Tier 2 IT Support Analysts. The role works closely with other IT teams and business stakeholders across the organization.

• Hybrid position based onsite in Omaha, Nebraska.
• Core support coverage is provided Monday through Friday between 6:30 AM and 6:00 PM Central Time. The employee’s assigned schedule will support business coverage requirements within this window.
• Participates in an on-call rotation for Saturday and Sunday coverage from 8:00 AM to 5:00 PM Central Time.
• Periodic after-hours work, schedule adjustments, travel, or on-site support may be required based on operational needs, incidents, deployments, or projects.

• Lead daily Tier 2 service desk operations, including workload coordination, escalations, service quality, and SLA performance.
• Coordinate daily Tier 2 service desk activities and escalations to ensure timely, high-quality support for computers, printers, audio/visual equipment, phones, peripherals, and other supported hardware and software.
• Supply, recommend, and deploy technical solutions that address business problems and improve end-user productivity and service reliability.
• Provide escalated and advanced hardware and software support to local and remote business users through phone, email, chat, remote-support tools, and in-person assistance.
• Provide advanced technical support and Level 2/Level 3 troubleshooting for complex hardware, software, endpoint, identity, and Microsoft 365 issues.
• Perform end-user administration in accordance with approved internal IT processes, procedures, security controls, and documentation requirements.
• Install, configure, deploy, maintain, and troubleshoot workstations, printers, peripherals, and other approved end-user technology.
• Drive SLA compliance, ticket ownership, queue health, accurate assignments, documentation quality, escalation practices, and timely resolution.
• Own and coordinate tasks related to account builds, device deployment, onboarding, offboarding, access changes, equipment recovery, inventory records, and asset lifecycle management.
• Serve as a liaison to Infrastructure, Security, Power Platform, and other technology teams for escalated, cross-functional, or complex issues.
• Drive continuous service improvement through trend analysis, root-cause investigations, and implementation of corrective actions.
• Mentor, coach, and develop support analysts through training, knowledge sharing, and technical guidance.
• Maintain and improve service desk documentation, standard operating procedures, and knowledge resources.
• Develop and provide training for the support team on complex technical matters, new processes, recurring issues, and identified knowledge gaps.
• Build effective stakeholder relationships across all levels of the organization and communicate technical information clearly to technical and non-technical audiences.
• Support security, privacy, compliance, and acceptable-use requirements and elevate suspected incidents or control concerns according to established procedures.
• Provide on-call support and incident coordination as scheduled or otherwise required.
• All other duties as assigned.

• Associate degree in Information Technology, Computer Science, or a related field, or equivalent combination of education and experience.
• Industry…