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. This is an expert-level, permanent, fully onsite position based out of Marietta, OH. The position is anticipated to close on Oct 23, 2026.

Responsibilities

• 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.
• 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.
• 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.
• 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.

Benefits