Lead Tech Support Specialist
About The Position
It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. Job Description Provides immediate supervision to a unit of employees. Sets and delegates day-to-day tasks to achieve operational objectives. A portion of time may be spent performing individual tasks related to the unit; however, supervisory activities must constitute a primary part of the job. Supervises unit operations to ensure compliance with divisional and Agency policies, procedures, and defined internal controls. Problems typically involve a single area, process or group. Ensures accountability and stewardship of Agency resources (operational, financial, and human) in compliance with divisional standards and procedures. This role oversees the Service Delivery team by managing performance, mentoring staff, and handling hiring processes while serving as the escalation point for complex end‑user technical issues across devices and applications. It ensures effective help desk operations through ticket management, best‑practice implementation, performance reporting, and oversight of IT asset inventory. The position collaborates with Infrastructure, Security, and Application teams on deployments, contributes to planning and executing end‑user–impacting IT projects, and maintains documentation and training for staff. It also manages vendor relationships, monitors wireless service accounts, and ensures compliance with data privacy and security requirements. The role requires strong technical expertise, communication skills, multitasking ability, and 5–7 years of IT support experience including supervisory responsibilities, with relevant certifications preferred and occasional after-hours availability.
Requirements
- Strong technical expertise
- Communication skills
- Multitasking ability
- 5–7 years of IT support experience including supervisory responsibilities
- Bachelor of Science
- Equivalent relevant experience (5-7 years)
- Evaluate Employee Performance
- Job Knowledge
- Leadership
- Planning and Organization
- Training and Developing Employees
- Relevant experience (3-6 years)
Nice To Haves
- Certified Associate in Project Management (CAPM) - Project Management Institute
- Microsoft 365 Certification - Microsoft
- Microsoft Certified IT Professional (MCITP) - Microsoft
- relevant certifications preferred
- occasional after-hours availability
Responsibilities
- Supervises unit operations to ensure compliance with divisional and Agency policies, procedures, and defined internal controls.
- Oversees the Service Delivery team by managing performance, mentoring staff, and handling hiring processes
- Serves as the escalation point for complex end‑user technical issues across devices and applications.
- Ensures effective help desk operations through ticket management, best‑practice implementation, performance reporting, and oversight of IT asset inventory.
- Collaborates with Infrastructure, Security, and Application teams on deployments
- Contributes to planning and executing end‑user–impacting IT projects
- Maintains documentation and training for staff.
- Manages vendor relationships
- Monitors wireless service accounts
- Ensures compliance with data privacy and security requirements.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
