Support Lead/Deputy Program Lead
About the role
The Support Lead/Deputy Program Lead provides day-to-day leadership, operational oversight, and technical guidance for a team of Support Desk Technicians responsible for Microsoft-based end-user services. This position combines hands-on technical support with team leadership, ensuring responsive, consistent, and high-quality service delivery across the support environment. The Support Lead manages daily workload distribution, ticket queues, staffing coverage, service-level performance, and escalation activities while serving as a senior technical resource for the team. The position works closely with systems administrators, network engineers, cybersecurity personnel, and IT leadership to resolve complex issues and improve overall support operations. The ideal candidate is an experienced IT support professional who can lead a technical team, troubleshoot complex Microsoft environments, mentor junior staff, and identify opportunities to modernize and improve service desk operations.
Location: Chesapeake, VA / Suffolk, VA
Responsibilities
- Provide daily leadership, direction, and technical guidance to Support Desk Technicians.
- Oversee day-to-day service desk operations and ensure timely response and resolution of incidents and service requests.
- Assign, prioritize, and balance workloads based on business priorities, technician capabilities, and ticket volume.
- Monitor ticket queues for SLA compliance, aging tickets, priority issues, and documentation quality.
- Serve as the first level of escalation for Tier I technicians, providing troubles