IT & Support Lead

Job Overview

The IT & Support Lead is responsible for providing advanced technical support while serving as the primary lead for the IT Support and Mobile Implementation teams. This role combines Tier III technical support, implementation leadership, asset management, and team coordination to ensure high-quality service delivery across the organization.

IT & Support Lead

$80,000-$85,000 per year

The IT & Support Lead is responsible for providing advanced technical support while serving as the primary lead for the IT Support and Mobile Implementation teams. This role combines Tier III technical support, implementation leadership, asset management, and team coordination to ensure high-quality service delivery across the organization.

The IT & Support Lead serves as the technical escalation point, mentors support technicians, helps coordinate daily support operations, and partners with leadership to drive continuous improvement. This position is responsible for monitoring team performance, communicating operational trends, and providing regular updates to leadership while remaining actively engaged in day-to-day technical support and implementation activities.

• Serve as the primary escalation point for complex IT support issues.
• Provide Tier II and Tier III support for desktops, laptops, mobile devices, applications, accounts, networking, and 4insite platforms.
• Assist with daily ticket distribution and workload balancing across the support team.
• Coach and mentor support technicians by providing technical guidance, training, and knowledge sharing.
• Review ticket quality and ensure documentation standards are maintained.
• Identify recurring issues and recommend long-term solutions and process improvements.
• Escalate operational risks, staffing concerns, customer-impacting issues, and support trends to the IT Services Manager.

• Coordinate technical implementation activities for new clients, sites, and mobile deployments.
• Support customer onboarding, site profiling, hardware deployment, and technical readiness.
• Develop and maintain implementation schedules while ensuring project milestones are met.
• Deliver end-user training and provide post-implementation support to ensure successful adoption.
• Serve as the liaison between Support, Implementation, Operations, and other business teams.

• Oversee lifecycle management of mobile devices and IT assets.
• Configure and deploy hardware, software, and mobile devices using MDM solutions.
• Monitor asset assignments and reconcile inventory records.
• Coordinate equipment recovery for terminated or transferred employees.
• Work directly with mobile carriers and vendors to resolve billing, service, and inventory issues.
• Monitor inactive devices and ensure appropriate follow-up with leadership.

• Track support metrics, implementation progress, and operational performance.
• Prepare recurring reports for leadership on ticket trends, asset utilization, implementation status, customer issues, and team performance.
• Maintain and improve SOPs, knowledge articles, technical documentation, and training materials.
• Support special projects and continuous improvement initiatives.
• Participate in on-call support and occasional travel as business needs require.

Associate's degree in Information Technology, Computer Science, or related field, or equivalent work experience.

4–6 years of progressive IT support, implementation, or systems administration experience.

Experience supporting enterprise mobile devices, MDM platforms, and end-user technologies.

• CompTIA A+
• Network+
• Security+

Advanced troubleshooting skills across Windows, Microsoft 365, Active Directory, mobile devices, networking, and enterprise applications.

Strong understanding of IT service management and ticketing systems.

Experience with Mobile Device Management (MDM) platforms.

Excellent communication, organization, and customer service skills.

Ability to prioritize multiple projects in a fast-paced environment.

Strong analytical and problem-solving skills.

Ability to train, mentor, and support team members while fostering a collaborative work environment.

Exceptional organizational and time management skills, with the ability to manage multiple projects, competing priorities, and deadlines simultaneously.

Strong attention to detail and commitment to maintaining accurate documentation, reporting, and asset records.

Carries out management responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and…