What are the responsibilities and job description for the Information Technology Support Team Lead position at Gravity IT Resources?
Job Title: IT Support Team Lead
Type: Contract (thru June 2025; potential for multi-year extensions)
Location: Onsite 5 days per week at either of the following offices:
- Boca Raton Office
- Pompano Office
Role Summary
We are seeking two IT Support Team Leads to oversee daily operations of IT support teams at the Boca and Pompano offices. These leads will serve as escalation points for IT Customer Support Representatives (CSRs), providing advanced troubleshooting and ensuring smooth day-to-day coordination of team activities. This is a hands-on leadership role requiring a deep understanding of hardware/software troubleshooting, ticket resolution, and team mentoring.
Responsibilities
- Act as the main point of contact for escalated IT support tickets (Level 3 troubleshooting).
- Oversee and coordinate daily operations of the IT support team.
- Provide mentorship and training to junior IT Customer Support Representatives (CSRs).
- Troubleshoot and resolve hardware/software issues, including Windows, Microsoft Office 365, and related systems.
- Manage and resolve in-person and remote/phone support tickets via ServiceNow (SNOW).
- Utilize tools like Active Directory and Microsoft SCCM to manage and configure systems.
- Create and maintain technical documentation, policies, and standard operating procedures (SOPs).
- Ensure alignment with enterprise IT best practices and standards.
Required Qualifications
- 5 years of hands-on IT customer support experience.
- 2 years of experience as a team lead or supervisor, combining leadership and hands-on work.
- Proven expertise in hardware/software troubleshooting, with a focus on Windows, Microsoft Office 365, and Active Directory.
- Experience managing support tickets through ServiceNow (SNOW) or equivalent ticketing systems.
- Proficiency with Microsoft SCCM for system configurations.
- Ability to create technical documentation and establish policies/SOPs.
- Strong mentoring and training skills for junior-level team members.
- Experience resolving support tickets for both in-person and remote customers.
