IT & Support Lead

Title:
IT & Support Lead

Job Description:

Compensation: $80,000-$85,000 per year

Job Overview

The IT & Support Lead is responsible for providing advanced technical support while serving as the primary lead for the IT Support and Mobile Implementation teams. This role combines Tier III technical support, implementation leadership, asset management, and team coordination to ensure high-quality service delivery across the organization.

The IT & Support Lead serves as the technical escalation point, mentors support technicians, helps coordinate daily support operations, and partners with leadership to drive continuous improvement. This position is responsible for monitoring team performance, communicating operational trends, and providing regular updates to leadership while remaining actively engaged in day-to-day technical support and implementation activities.

Roles & Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned.

Technical Support & Team Leadership

• Serve as the primary escalation point for complex IT support issues.
• Provide Tier II and Tier III support for desktops, laptops, mobile devices, applications, accounts, networking, and 4insite platforms.
• Assist with daily ticket distribution and workload balancing across the support team.
• Coach and mentor support technicians by providing technical guidance, training, and knowledge sharing.
• Review ticket quality and ensure documentation standards are maintained.
• Identify recurring issues and recommend long-term solutions and process improvements.
• Escalate operational risks, staffing concerns, customer-impacting issues, and support trends to the IT Services Manager.

Implementation & Customer Support

• Coordinate technical implementation activities for new clients, sites, and mobile deployments.
• Support customer onboarding, site profiling, hardware deployment, and technical readiness.
• Develop and maintain implementation schedules while ensuring project milestones are met.
• Deliver end-user training and provide post-implementation support to ensure successful adoption.
• Serve as the liaison between Support, Implementation, Operations, and other business teams.

Asset & Mobile Device Management

• Oversee lifecycle management of mobile devices and IT assets.
• Configure and deploy hardware, software, and mobile devices using MDM solutions.
• Monitor asset assignments and reconcile inventory records.
• Coordinate equipment recovery for terminated or transferred employees.
• Work directly with mobile carriers and vendors to resolve billing, service, and inventory issues.
• Monitor inactive devices and ensure appropriate follow-up with leadership.

Operations & Reporting

• Track support metrics, implementation progress, and operational performance.
• Prepare recurring reports for leadership on ticket trends, asset utilization, implementation status, customer issues, and team performance.
• Maintain and improve SOPs, knowledge articles, technical documentation, and training materials.
• Support special projects and continuous improvement initiatives.
• Participate in on-call support and occasional travel as business needs require.

Qualification

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

Education and/or Experience

Associate's degree in Information Technology, Computer Science, or related field, or equivalent work experience.

4-6 years of progressive IT support, implementation, or systems administration experience.

Experience supporting enterprise mobile devices, MDM platforms, and end-user technologies.

Previous experience mentoring or leading technical teams preferred.

Certificates, Licenses, Registrations

Preferred Certifications:

• CompTIA A+
• Network+
• Security+

May be required to have a valid driver's license

Knowledge, Skills, and Abilities

Advanced troubleshooting skills across Windows, Microsoft 365, Active Directory, mobile devices, networking, and enterprise applications.

Strong understanding of IT service management and ticketing systems.

Experience with Mobile Device Management (MDM) platforms.

Excellent communication, organization, and customer service skills.

Ability to prioritize multiple projects in a fast-paced environment.

Strong analytical and problem-solving skills.

Ability to train, mentor, and support team members while fostering a collaborative work environment.

Exceptional organizational and time management skills, with the ability to manage multiple projects, competing priorities, and deadlines simultaneously.

Strong attention to detail and commitment to maintaining accurate documentation, reporting, and asset records.

Supervisory Responsibilities

Carries out management responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Additionally, ensure that all employees are properly trained on tasks and safety equipment.

Physical Demands & Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit. The employee is frequently required to walk and use hands to finger, handle, or feel. The employee is occasionally required to stand.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet.

Benefits:

SBM offers comprehensive benefit packages. For information about SBM's benefits, please visit SBM's website at:

www.sbmmanagement.com/careers Careers - SBM