Assistant Director of IT Support

About the Role

We are seeking an experienced, hands-on IT Manager to lead and scale our IT Help Desk operations. This role is responsible for managing a team of support professionals, driving service excellence, and continuously improving support processes and performance. The ideal candidate is a strong people leader with deep technical expertise, a customer-first mindset, and a proven ability to mentor teams and optimize IT support environments.

Responsibilities

• Team Leadership & Management (50%)
  • Lead, coach, and develop a team of IT Support Specialists and Supervisors, promoting accountability and high performance
  • Conduct performance evaluations, provide ongoing feedback, and support career development
  • Manage staffing, scheduling, PTO tracking, and recruiting efforts
  • Address performance issues proactively and reinforce expectations
  • Develop and maintain training plans to enhance team capabilities
  • Conduct regular 1:1 meetings to review performance, trends, and priorities
  • Foster a positive, collaborative team culture with strong employee engagement
• Operational Support & Strategy (20%)
  • Partner with IT leadership to ensure proper Help Desk coverage, including holidays
  • Support workforce planning and resource allocation
  • Track and analyze service metrics to drive continuous improvement
  • Strengthen team capability across a broad range of systems and technologies
• Support Team Leadership (20%)
  • Oversee and manage the Help Desk ticket queue, ensuring timely resolution
  • Analyze trends, recurring issues, and performance data to identify improvements
  • Serve as an escalation point for complex or high-priority issues
  • Collaborate with cross-functional teams to resolve technical challenges
  • Act as backup leader when senior IT leadership is unavailable
  • Support high-sensitivity systems requiring accuracy and accountability
  • Participate in an on-call rotation for after-hours support
• Technical Support (10%)
  • Troubleshoot and resolve hardware, software, and end-user issues
  • Install, configure, and maintain systems and equipment
  • Provide onsite and remote support as needed
  • Recommend and implement solutions to improve system performance and user experience

Qualifications

Required Experience & Skills

• 5+ years of IT Help Desk experience supporting end users
• 5+ years of leadership or supervisory experience in IT support
• Proven ability to mentor and develop technical teams
• Strong technical expertise in:
  • Windows operating systems
  • Microsoft Office and collaboration tools
  • Desktop hardware and software troubleshooting
• Excellent communication and customer service skills
• Strong problem-solving and organizational abilities
• Experience handling escalations and supporting users with varying technical skill levels

Education & Certifications

• Associate's degree in IT, Business, or related field, or equivalent combination of experience and certifications
• Relevant certifications (CompTIA A+, Network+, CCNA, MCP, etc.) preferred

Location: Palos Verdes, CA (Onsite) | Employment Type: 3 Month Contract-to-hire