IT Support Team Lead

About the role

We are seeking an experienced IT Support Team Lead to oversee daily technology support operations, lead a team of technical professionals, and serve as the primary escalation point for complex technical issues. This hands-on leadership role combines technical support, project coordination, team development, and customer relationship management. The ideal candidate is a strong communicator with demonstrated leadership experience and a passion for delivering exceptional technology services.

Responsibilities

Team Leadership & Support

• Lead, mentor, and support a team of technical support professionals.
• Serve as an escalation point for complex technical issues and service requests.
• Assign, prioritize, and coordinate team workloads to ensure timely service delivery.
• Provide coaching, training, and performance feedback to team members.
• Foster a professional, collaborative, and customer-focused team culture.

Technical Support & Operations

• Provide advanced end-user and desktop support for hardware, software, and operating system issues.
• Troubleshoot and resolve escalated technical incidents.
• Support, maintain, and improve technology systems and infrastructure.
• Ensure adherence to operational processes, service standards, and performance expectations.
• Monitor support activities and drive timely resolution of requests and incidents.

Project Coordination

• Lead and support technology implementation, upgrade, deployment, and infrastructure improvement projects.
• Assist with project planning, prioritization, and resource allocation.
• Coordinate project activities across technical teams and stakeholders.
• Track project progress and ensure deliverables are completed successfully.

Client & Stakeholder Communication

• Act as a primary point of contact for technology-related communications and updates.
• Communicate project status, service impacts, and critical issues to stakeholders.
• Maintain accurate documentation of processes, systems, projects, and activities.
• Build and maintain positive relationships through exceptional customer service and responsiveness.

Requirements

• Experience leading or supervising an IT support team.
• Strong experience in desktop support, technical support, or end-user support.
• Experience supporting enterprise operating systems and workstation environments.
• Excellent customer service, communication, and interpersonal skills.
• Demonstrated ability to manage multiple priorities and deadlines simultaneously.
• Strong troubleshooting, problem-solving, and organizational skills.
• Experience coordinating projects, deployments, or technology initiatives.

Qualifications

• Experience supporting educational, public sector, or similarly structured environments.
• Experience in systems administration, infrastructure support, or network administration.
• Experience managing technical projects and technology rollouts.
• Familiarity with service management processes, ticketing systems, and performance metrics.

Work environment

• Fully onsite position in Marietta, OH.
• Fast-paced and collaborative team environment.
• Combination of technical support, leadership, and project-focused responsibilities.

Pay

The pay range for this position is $40,000.00 - $70,000.00 per year. Individual compensation offered within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Benefits

We offer a career with purpose — meaningful work making a tangible difference in education. You'll have the opportunity to help people in a way that is pivotal to their success, ensuring schools have the tools they need to provide quality education. We recognize the importance of balance, offering flexible scheduling options to support your life outside of work. In addition, we provide comprehensive benefits to ensure you feel supported every step of the way.

Schedule

Permanent, full-time position based in Marietta, OH. Fully onsite. Application deadline: October 23, 2026.