Technical Support Lead

The Technical Support Lead plays a vital role in ensuring the smooth operation of our IT infrastructure and providing exceptional technical assistance to our employees. As the Technical Support Lead, you will be responsible for leading, coaching, and developing our team of Technical Support Desk (TSD) Specialists, while ensuring timely resolution of technical issues. This role also serves as the operational owner of our support team’’s day-to-day practices, including adherence to our identify and security tooling stack (Okta, SentinelOne, and Zscaler). Your technical expertise, leadership, problem-solving skills, and passion for technology will be essential in this role.

• Lead, mentor, and motivate the Technical Support Desk specialists
• Prepare and deliver regular performance evaluations, highlighting key metrics and improvement recommendations via 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 team’’s handling of tier-1 Okta issues, including password resets, account access, and MFA enrollment
• Oversee the ITSM ticketing system, ensuring timely response and resolution of technical incidents and requests, and enforcing queue discipline and SLA adherence
• 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
• Lead, mentor, and motivate the Technical Support Desk specialists
• Foster a collaborative and customer-focused work environment
• Set performance expectations and conduct regular performance reviews
• Identify training needs and facilitate skill development within the TSD

• Bachelor’’s Degree (IT, Comp Sci, or related)
• 5+ years of experience in an IT support role in a mid- to large enterprise environment
• 2+ years of experience in a formal lead, supervisory, or team lead capacity within an IT support function

Nice to have:

• Any Google Workspace certs
• Any Okta certs
• Any CompTIA certs
• ITIL Foundation or higher
• 3+ years of experience with IT infrastructure and operations management
• 2+ years of experience with IT service management (ITSM) and ITIL best practices
• 1+ years in a leadership or supervisory role