IT Service Delivery Tech Lead

The Service Delivery Tech Lead serves as primary resolver for complex, escalated service desk issues and provides technical leadership within the team. This role provides technical assistance to end users by troubleshooting, diagnosing, and resolving issues related to hardware, software, and network services. In addition to technical support, the position includes responsibility for asset and hardware tracking to ensure accurate inventory management and efficient lifecycle support. This role focuses on delivering exceptional service for core business processes, while also defining and optimizing workflows to enhance RF-SMART team performance and tool utilization. This is a non-managerial role from a people leadership perspective, yet the ideal candidate will provide guidance and mentorship to junior team members.

What You’ll Do:

• Provide timely support services to employees with complex and/or escalated technical problems and information technology issues involving desktop, laptop, or network services.
• Assist both onsite and remote team members in handling escalated issues coming from lower-level IT support groups..
• Troubleshoot and diagnose issues with hardware, software, network, and other related systems.
• Research solutions through internal and external knowledgebase as needed.
• Plan for installations and upgrades of PC components and software.
• Respond to service outages; track incidents in a software solution and follow through to resolution, working to get end user issues fixed as quickly as possible.
• Document resolutions, workarounds, and technical procedures in the knowledge base to support Knowledge Management efforts and promote self-service for Tier I and end users.
• Follow up with users to verify resolution, ensure customer satisfaction, and close tickets in alignment with Continual Service Improvement principles.
• Support new hire onboarding and employee offboarding by provisioning/deprovisioning accounts and preparing or reclaiming IT equipment in coordination with HR and other departments.
• Independently manage assigned tickets and workload, ensuring timely resolution and adherence to service level agreements and operational procedures.

• Minimum of 6 years of formal work experience in a technology support capacity
• Bachelor’s degree in IT or related field is preferred.
• CompTIA A+ certification or equivalent industry credentials (preferred but not required).
• Solid understanding of computer hardware, operating systems (Windows and macOS), and basic networking concepts.
• Experience supporting and troubleshooting desktops, laptops, peripherals, and common software applications in a corporate environment.
• Strong analytical and problem-solving skills, with the ability to resolve issues efficiently and independently.
• Excellent verbal and written communication skills, with a customer-focused mindset and the ability to explain technical information clearly to non-technical users.
• Familiarity with IT service management (ITSM) frameworks such as ITIL is a plus.

Why You’ll Love It Here: Working at RF-SMART means joining a culture that values growth, collaboration, and innovation. As an IT Service Delivery Tech Lead, you’ll work alongside a passionate team dedicated to making a difference-both for our customers and our employees.