Information Technology Operations Team Lead

Job Summary

Job Title: IT Operations Team Lead (Service Desk / Desktop Support)

Location: Pompano Beach, FL (Onsite)

Job Type: Contract

Duration: Long-Term

Pay Rate: $25-$30/hr on w2 & $35-$40 on 1099

We are seeking an experienced IT Operations Team Lead to oversee daily IT support operations and lead a team responsible for delivering exceptional technical support services. The ideal candidate will have a strong background in IT operations, service desk management, desktop support, incident management, and team leadership.

This role requires excellent troubleshooting skills, experience managing ticket queues and escalations, and the ability to drive process improvements while ensuring high customer satisfaction and SLA compliance.

• Lead and manage day-to-day IT support and service desk operations.
• Assign, prioritize, and monitor support tickets to ensure timely resolution.
• Serve as the primary escalation point for complex technical issues.
• Monitor team performance and ensure Service Level Agreements (SLAs) are consistently met.
• Perform quality assurance reviews of incidents and service requests.
• Collaborate with Infrastructure, Network, Security, and other IT teams to resolve issues efficiently.
• Analyze ticket trends and recommend process improvements to enhance service delivery.
• Maintain and improve knowledge base documentation and operational procedures.
• Track IT inventory and assist with asset management activities.
• Coordinate audiovisual and video conferencing setups as needed.
• Provide onsite and occasional remote location support.
• Mentor, train, and support team members to promote continuous improvement.

• Associate's or Bachelor's degree in Computer Science, Information Systems, or a related field (or equivalent experience).
• 5+ years of experience in IT Operations, Service Desk, Help Desk, or Technical Support.
• Previous experience leading or supervising an IT support or service desk team.
• Hands‑on experience with IT ticketing systems such as Service Now, Jira, Remedy, Fresh service, Zendesk, Manage Engine, or similar
  .
• Strong knowledge of incident management, service request management, and escalation procedures.
• Excellent hardware and software troubleshooting skills.
• Experience working in multi-platform environments.
• Strong understanding of IT service management and help desk best practices.
• Experience monitoring SLAs, reporting metrics, and improving operational processes.
• Excellent communication, leadership, organizational, and customer service skills.
• Ability to manage multiple priorities in a fast‑paced environment.
• Ability to lift up to 50 lbs.

• ITIL Foundation Certification.
• Experience with Microsoft 365, Active Directory, Windows desktop support, and audiovisual/video conferencing technologies.
• Experience with IT asset and inventory management.