Service Desk Team Lead

About the role

As the Lead Onsite IT Technician at Lennar, you will provide advanced technical support and leadership for Lennar Associates. This role involves offering advice, mentorship, and training to other technicians, ensuring the smooth operation of all computer systems, networks, and communications equipment. You will coordinate with various departments and third-party vendors to deliver superior customer service and technical solutions.

Responsibilities

• Provide advanced advice, mentorship, and training to IT Technicians, guiding them in troubleshooting and resolving complex issues.
• Lead by example in adopting and implementing best practices across the IT team.
• Assist senior colleagues in managing internal client relationships, handling complex technical requests, and ensuring a high level of client satisfaction.
• Produce, update, and maintain best practice support documentation.
• Offer end-to-end resolution of incidents, including proposing and implementing improvements to prevent future occurrences.
• Ensure that all incidents are thoroughly documented and analyzed in Service Now.
• Troubleshoot and resolve complex hardware and software issues.
• Enact manufacturer's warranties for equipment repair.
• Maintain and update Service Now tickets daily with accurate, scientific, and reproducible details.
• Lead the preparation and coordination of project plans for the installation and configuration of technology equipment across different divisions.
• Resolve printer and copier issues across the division.
• Arrange and coordinate technical support for meetings and events, including video conferencing and traditional audio/visual needs.
• Maintain, upgrade, install, and replace hardware and software as required.
• Report instances of server downtime and LAN/WAN connectivity issues immediately.
• Perform basic troubleshooting on LAN/WAN connectivity under guidance.
• Provide weekly status reports summarizing activities and outstanding issues.
• Monitor and assist with coordinating third-party support contractors.
• Perform other duties as assigned by the Onsite IT Manager.

Requirements

• Demonstrated understanding of advanced technology standards.
• Ability to perform and supervise complex installations and configurations.
• Proficient in troubleshooting a range of IT issues.
• Excellent communication, mentorship, and problem-solving skills.
• Ability to manage change effectively and understand its impact on business functions.
• High school diploma or GED required; Bachelor’s degree and relevant IT certifications (CompTIA A+ or equivalent) preferred.
• Minimum 5+ years of relevant experience.

Benefits

• Robust health insurance plans, including Medical, Dental, and Vision coverage.
• 401(k) Retirement Plan with a $1 for $1 Company Match up to 5%.
• Paid Parental Leave and Associate Assistance Plan.
• Education Assistance Program and up to $30,000 in Adoption Assistance.
• Up to three weeks of vacation annually from the moment of hire.
• Generous Holiday, Sick Leave, and Personal Day policies.
• New Hire Referral Bonus Program.
• Significant Home Purchase Discounts.
• Everyone’s Included Day.