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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Lead Technical Support Specialist - **Company:** Hays Specialist Recruitment LLC - **Location:** Sunrise, FL, United States - **Experience:** Expert - **Salary:** $74,880.0 - $91,520.0 - **Contract:** Temporary contract - **Skills:** Microsoft Windows, Apple Mac Systems, Microsoft Azure, CompTIA Network+, CompTIA Security+, Data Security, Issue Tracking Systems, Microsoft Software, Information Technology, Cisco, User Accounts - **Published:** August 18, 2026 - **Apply:** https://www.hays.com/job-detail/lead-technical-support-specialist--florida_1185940 ## About the Role * Bachelor's degree in information technology, computer science, or other related field preferred * 5+ years of experience in an IT support role in a mid- to large enterprise environment * 5+ years of experience with IT infrastructure and operations management preferred * 2+ years of experience with IT service management (ITSM) and ITIL best practices preferred * 1+ years in a leadership or supervisory role preferred * Any Microsoft certification, e.g., MCSE, MCP preferred * Any Cisco certification e.g., CNA, CCNP Security, Azure Administrator Associate preferred * Any CompTIA certification e.g., CompTIA A+ CompTIA Network+, CompTIA Security+ preferred * ITIL preferred * Strong technical skills in hardware, software, operating systems, and networking * Expertise in troubleshooting both Windows and macOS client OSes * Proficiency in IT service management and ticketing systems * Excellent problem-solving and troubleshooting skills, with the ability to address complex technical issues * Effective communication and interpersonal skills, with a focus on delivering exceptional customer service * A proven track record of success managing infrastructure and delivering projects * Ability to motivate and inspire team members * Customer-service oriented with a focus on providing exceptional support * Leadership experience managing a Service Desk/Technical Support team, including task delegation, performance management, mentoring, and daily operations oversight. * Strong technical expertise in Windows, macOS, hardware, software, networking, user account administration, and escalated troubleshooting. * ITSM/Ticketing system experience with knowledge of ITIL best practices, process improvement, documentation, asset management, and support operations metrics. * Bachelor's degree in Information Technology, Computer Science, or related field preferred; Microsoft, Cisco, CompTIA, and/or ITIL certifications are a plus. ## Description * Prepare and deliver regular performance evaluations, highlighting key metrics and improvement recommendations through constructive feedback * Keep the team updated on recent technologies and best practices by identifying training needs and facilitating skill development * Promote a culture of excellent customer service within the TSD, ensuring that end users' needs are met effectively and professionally * Provide advanced technical support and assistance to end users, including escalated support for complex issues * Manage user accounts and troubleshoot hardware, software, network and system issues * Oversee the ticketing system, ensuring timely response and resolution of technical incidents and requests * Oversee the daily operations of the Technical Support Desk, allocating tasks to team members as needed * Delegate tasks and responsibilities effectively * Maintain accurate records of support activities and solutions, including knowledge bases and documentation to improve issue resolution efficiency and provide support resources for the TSD team * Identify opportunities for improving support processes and workflows, including automation wherever possible * Contribute to the development and implementation of IT policies and procedures * Promote and enforce IT security policies and practices among the support team and end users, with a focus on data security and compliance * Manage and track IT assets and inventory, ensuring efficient procurement and disposal processes * Communicate effectively with team members, stakeholders, and end users * Communicate with third-party vendors and service providers to address technical issues and escalate problems as necessary * Collaborate with other IT teams to resolve issues and implement solutions * Keep leadership informed of team performance and any escalated issues ## Related Videos - [Full-stack role-based authorization in 45 minutes](https://www.wearedevelopers.com/videos/312-full-stack-role-based-authorization-in-45-minutes) - [Crypto-secure Data Management with In-Database Blockchain](https://www.wearedevelopers.com/videos/632-crypto-secure-data-management-with-in-database-blockchain) - [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team) - [Hiring Technical Leaders: Promote from Within or Go External?](https://www.wearedevelopers.com/videos/100167-hiring-technical-leaders-promote-from-within-or-go-external) - [Swapping Low Latency Data Storage Under High Load](https://www.wearedevelopers.com/videos/746-swapping-low-latency-data-storage-under-high-load) - [Computer Vision from the Edge to the Cloud done easy](https://www.wearedevelopers.com/videos/263-computer-vision-from-the-edge-to-the-cloud-done-easy) ## Related Articles - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume) - [How Many Jobs Are Available in Technology?](https://www.wearedevelopers.com/magazine/450-how-many-jobs-are-available-in-technology) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers)