IT Services Lead Engineer

Job Description

JOB SUMMARY

The Lead IT Services Engineer is a senior technical role that provides expert-level IT support, leads Workplace Services projects, serves as a site lead for a specific location, and directs the work of a small team. This role is responsible for coordinating IT support efforts, resolving escalated issues, and ensuring smooth workplace technology operations. The Lead plays a key role in operational leadership, team mentorship, and collaboration with other departments in the division.

ESSENTIAL JOB DUTIES

• Act as an on-site lead for a specific location, shift, or team, ensuring IT operations run smoothly and supporting end users effectively.
• Independently manage and lead IT projects, including technology rollouts, process automation, and workplace efficiency initiatives.
• Serve as an escalation point for IT Services Engineers, handling complex IT support issues.
• Provide leadership across IT Services to ensure efficient workload distribution, including mentoring and coaching a group of engineers.
• Provide technical expertise on enterprise tools, including Microsoft 365, Active Directory, Endpoint Central, Jira Service Management, and Zoom.
• Assist in coordinating IT service delivery efforts and filling in for the Manager as needed in operational matters.
• Analyze and improve IT service processes, develop SOPs, and document best practices.

JOB QUALIFICATIONS

Required Education, Experience, Certification/Licensure

• Associate’s or Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
• 7+ years of experience in IT support, workplace services, or a related role.
• Experience leading IT projects or acting as a site/team lead.
• Prior experience directing the work of junior engineers.
• Experience filling in for a front-line manager or team lead is a plus.
• CompTIA Security+, Network+, or A+
• Microsoft Associate- or Expert-level certifications (e.g., MS-900, MD-100, MD-101, AZ-104)
• ITIL Foundation or other process improvement certifications are a plus.

KNOWLEDGE,

SKILLS AND ABILITIES

(KSAs)

• Expert-level troubleshooting skills for Windows environments, with some macOS support.
• Advanced experience with Active Directory, Microsoft 365, Endpoint Central, Jira Service Management, and Zoom.
• Proficiency with MDM solutions and endpoint management strategies.
• Knowledge of networking fundamentals and security best practices.
• Process improvement and automation experience for IT workflows.
• Strong leadership and mentoring skills for guiding a small team.
• Excellent customer service and communication skills, with the ability to interact with all levels of employees.
• Proactive problem-solving mindset with attention to detail.
• Ability to independently manage projects, delegate tasks, and oversee team productivity.

OTHER

JOB REQUIREMENTS:

PHYSICAL, TRAVEL, DRIVING REQUIREMENTS

Office / Sedentary Requirements
Must be able to perform the essential job duties. Work is performed primarily in an office environment. Typically requires the ability to sit for extended periods of time (66%+ each work day), ability to hear the telephone, ability to enter data on a computer and may also require the ability to lift up to 25 pounds.

Data Analysis Inc (DAI) is the parent company of a global group of privately held firms in fields ranging from institutional equity markets to digital investment news and information to omnichannel communication solutions. DAI provides leadership, oversight, and strategic direction and shapes the purpose, vision, and mission of these firms. Shared services include administration, finance, and human resources. DAI’s global team embraces an entrepreneurial focused environment fostering collaboration, teamwork, and creativity with a dynamic culture that emphasizes the value of its associates and their dedication to success.

We strive to be leaders in our field, innovators with a history of being in the forefront of using technology to deliver our services.

Data Analysis Inc (DAI) is the parent company of a global group of privately held firms in fields ranging from institutional equity markets to digital investment news and information to omnichannel communication solutions. DAI provides leadership, oversight, and strategic direction and shapes the purpose, vision, and mission of these firms. Shared services include administration, finance, and human resources. DAI’s global team embraces an entrepreneurial focused environment fostering collaboration, teamwork, and creativity with a dynamic culture that emphasizes the value of its associates and their dedication to success.

We strive to be leaders in our field, innovators with a history of being in the forefront of using technology to deliver our services.