Lead Technician, Technical Support

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Full Time Orlando, FL, US

The Team Lead, Technical Support is responsible for leading and overseeing the daily operations of the technical support function within the Orlando office. This role leads with a focus on client satisfaction, providing day-to-day supervision, training, and guidance to a team of technicians to ensure work is delegated effectively and executed with urgency and exceptional quality.

The Team Lead plays a key role in maintaining, troubleshooting, and optimizing the organization’s technical infrastructure. The position emphasizes efficient issue resolution, proactive problem-solving, and continuous process improvement to ensure seamless execution, efficient technical operations and minimal disruption to both the company’s and our client’s business activities.

• Coordinate technician scheduling, workload distribution, and on-call coverage in partnership with the Technical Support Manager to ensure service levels are maintained.
• Train and mentor technical staff, enhancing their skills and ensuring they can independently handle assigned tasks.
• Provide day-to-day leadership by delegating tasks, managing priorities, and ensuring successful completion of multiple projects.
• Exercise sound judgment and decision-making authority in the absence of the Technical Support Manager, particularly during critical incidents and escalations.
• Provide hands‑on technical support for hardware, operating systems, applications, network connectivity, and technical infrastructure, including installation, configuration, troubleshooting, repair, testing, and maintenance.
• Deliver responsive onsite, remote, and after‑hours support for internal and external clients, ensuring timely issue resolution and system uptime.
• Support and maintain rigorous maintenance schedules to minimize downtime and operational disruptions.
• Ensure all technicians are using the proper safety devices and PPE when required.
• Perform occasional wiring and soldering tasks, including creating specialized cables and hardware solutions.
• Manage incoming support requests and escalations, resolving issues when appropriate, assigning work to technicians, and ensuring customer satisfaction through effective follow‑up and communication.
• Maintain accurate service knowledge documentation and performance reporting while collaborating with cross‑functional teams to identify trends, improve processes, and enhance operational efficiency.
• Other duties as assigned and needed to keep the operation able to generate revenues for the company.

• High school diploma or equivalent required.
• An associate degree (in a computing field), a two‑year technical certificate, or equivalent relevant experience preferred.
• Must have strong administrative, organizational, and task prioritization skills
• 3+ years of successful technical servicing of digital products in a revenue generating environment.
• Strong technical background in managing computer systems, printers, and specialized equipment.
• Must possess CompTIA A+ certification or equivalent/higher level technical competency.
• Possession of a Network or Fiber Optic Technician certification required.
• Valid driver’s license required.

• Strong customer service and interpersonal skills
• Effective written and verbal communication skills
• Demonstrated ability to manage multiple priorities and proactively communicate progress/roadblocks with internal stakeholders and external clients/partners in a professional manner.
• Proficiency in standard business software and reporting tools.
• Proven…