Lead Onsite Services Technician - Maryland Heights, MO

About the role

This role is ideal for an experienced technical professional who has built a strong foundation in desktop support and is ready to handle more complex technical issues and projects. The individual serves as a key escalation point, supports onsite operations, and contributes to process improvements while mentoring junior team members.

Key Responsibilities

• Perform advanced troubleshooting and resolution of complex technical issues
• Serve as an escalation point for onsite technicians and support teams
• Cook up with onsite facilities and technical stakeholders to ensure readiness and successful service delivery
• Identify risks in client tasks and develop effective mitigation solutions
• Support project execution, including managing smaller initiatives with supervisory oversight
• Distribute workload across team members as needed to ensure service levels are met
• Create and maintain documentation to track issue resolution and knowledge sharing
• Recommend and support implementation of process improvements
• Provide mentorship, guidance, and informal leadership to junior team members

Minimum Qualifications

• 4–6 years of relevant technical support or IT services experience
• Undergraduate degree OR equivalent combination of education and experience
• Strong proficiency in Windows-based environments including: Microsoft Word, Excel, PowerPoint, Visio, and Outlook
• Experience with advanced troubleshooting and issue resolution
• Must have client-facing and customer service skills
• Familiarity with desktop support tools and methodologies (e.g., A+ level skillset or equivalent)
• Ability to manage multiple technical issues and tasks with minimal supervision
• Willingness and ability to travel as required (including overnight domestic or international travel)

Preferred Qualifications

• Certifications such as A+, MCP, MCSE, CNE, or Network+
• Working knowledge of Linux/Unix operating systems
• Experience coordinating onsite technical deployments or field services
• Prior experience acting as an escalation resource or team lead
• Exposure to process improvement initiatives or continuous improvement practices
• Experience mentoring or guiding junior team members