IT Support Team Lead (PHX)

The IT Support Team Lead is responsible for providing advanced technical support to end-users, resolving complex technical issues, and ensuring the effective operation of the help desk. This role will also supervise help desk technicians, contribute to process improvements, and report on key performance indicators (KPIs) to ensure the help desk meets or exceeds service delivery goals.

Key Responsibilities

Technical Support:

• Provide expert-level troubleshooting and support for hardware, software, and network-related issues.
• Resolve escalated support tickets from more junior technicians or direct escalations from end-users.
• Install, configure, and maintain computer systems, printers, and other peripherals.
• Assist in the deployment of new technologies and updates, including operating systems and security patches.
• Support users in a multi-platform environment (Windows, Mac, Linux, etc.).
  
  

Supervisory Duties

• Supervise and mentor help desk technicians on a geographically distributed team, providing guidance and technical leadership.
• Manage the help desk workflow to ensure timely resolution of tickets and adherence to service-level agreements (SLAs).
• Conduct regular check-ins and performance reviews for help desk staff, providing feedback and development opportunities.
• Serve as the first point of contact for conflict resolution within the help desk team.
• Coordinate training programs for new hires and ongoing education for existing staff.
  
  

Process Improvement

• Identify areas for improvement in help desk operations and propose solutions to enhance efficiency and service quality.
• Develop and implement help desk policies, procedures, and best practices to ensure high-quality support and consistent service delivery.
• Automate common processes or tasks to reduce resolution times and improve service delivery.
• Participate in regular reviews of the help desk tools and systems to recommend upgrades or enhancements.
• Collaborate with other IT departments to streamline workflows and improve cross-departmental cooperation.
  
  

Reporting & KPIs

• Track and analyze key performance indicators (KPIs) such as ticket resolution time, customer satisfaction, and ticket volume.
• Prepare regular reports for management outlining help desk performance, areas for improvement, and progress toward team goals.
• Monitor trends in support requests and develop proactive strategies to address recurring issues.
• Assist in forecasting future support needs based on trends, growth, and potential changes in the organization’s technology stack.
  
  

Other Duties As Required

• Perform additional responsibilities as assigned, including but not limited to assisting with special projects, cross-functional support, and other tasks that contribute to the team’s success and overall organizational goals.
  
  

Qualifications

Education & Experience:

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• Minimum of 5 years of experience in a technical support role, with at least 2 years in a senior or supervisory capacity.
• Industry certifications such as CompTIA A , Microsoft Certified Professional (MCP), or similar are preferred.
  
  

Skills & Competencies

• Excellent customer service skills, with a focus on delivering solutions in a professional, friendly, and timely manner to ensure user satisfaction.
• Advanced troubleshooting skills with both hardware and software in a multi-platform environment.
• Strong leadership and supervisory skills with experience managing a team of technicians.
• In-depth knowledge of common help desk software and tools (e.g., Solarwinds Service Desk, Zendesk, ServiceNow, JIRA).
• Excellent communication skills, with the ability to explain complex technical issues to non-technical users.
• Strong organizational skills with the ability to prioritize tasks and handle multiple requests simultaneously.
• Ability to identify and implement process improvements to enhance service delivery.
  
  

Additional Requirements

• Up to 25% travel.
• Strong commitment to customer service with the ability to handle high-pressure situations calmly.
• A proactive mindset with a focus on problem-solving and continual improvement.
• Experience in reporting and analyzing help desk metrics to drive team performance.