DescriptionTeam Lead - Store SupportRole Overview We are seeking an experienced Store Support Technician to perform a dual hands-on and leadership role as Team Lead - Store Support. This position continues providing day-to-day technical support to Ria Stores and Agents while also coordinating, guiding, and overseeing the Store Support Technician team.
The Team Lead serves as the primary operational point of contact between Store Support Technicians and management, ensuring that daily tasks, processes, standards, and departmental responsibilities are executed consistently and in alignment with company policies. This role acts as the operational extension of the Store Support Manager without removing technical capacity from the field.
Key Responsibilities Technical & Field Support
- Provide on-site technical support to Ria Stores and Agents.
- Install, configure, replace, and troubleshoot desktop computers, laptops, and peripherals.
- Install and support printers, scanners, signature pads, card readers, and fingerprint devices.
- Install, configure, and support network equipment, IP phones, CCTV systems, racks, and structured cabling.
- Install, configure, and maintain operating systems and application software.
- Ensure store devices comply with security agents, hardening standards, and IT policies.
- Maintain and update IT inventory assigned to each Ria store.
- Coordinate with vendors and third-party providers to resolve technical or infrastructure issues.
- Provide support to the Technical Support queue when operationally required.
Leadership, Coordination & Process Oversight- Act as the primary point of contact between Store Support Technicians and the Store Support Manager.
- Coordinate and oversee daily activities, assignments, and priorities of Store Support Technicians.
- Act as the first level of technical and operational escalation for the Store Support team.
- Ensure proper usage, documentation quality, and lifecycle management of tickets in the ticketing system.
- Validate weekly schedules, store visits, technician workloads, and activity reports.
- Monitor compliance with Store Support procedures, operational workflows, and service standards.
- Ensure daily responsibilities, processes, and departmental functions are executed as defined.
- Provide operational visibility, progress updates, and risk escalation to the Store Support Manager.
- Identify recurring issues, gaps, or operational risks and proactively communicate them to management.
- Support audit readiness by ensuring accurate documentation, ticket traceability, and inventory control.
Training & Team Development- Support onboarding, guidance, and mentoring of new or junior Store Support Technicians.
- Reinforce best practices, technical standards, and service expectations within the team.
- Lead by example through active technical participation and operational discipline.
Required Qualifications
- Proven experience as a Store Support Technician or similar IT field support role.
- Hands-on experience supporting Windows environments and Office 365.
- Experience installing and supporting store peripherals and network equipment.
- Basic knowledge of DHCP, DNS, Active Directory, and Domain Controllers.
- Ability to balance hands-on technical work with team coordination and leadership responsibilities.
- Strong organizational, communication, and customer service skills.
- Ability to multitask, prioritize assignments, and work independently with minimal supervision.
- Willingness to travel to different states and countries where Ria operates.
- Valid driver's license.
- Valid passport or ability to obtain one.
