Job Description
Job Description
Title: IT Support Team Lead
Location: Pompano Beach, FL 33069 (Onsite)
Job Type: Contract
Schedule: Monday – Friday (Onsite), 7:00 AM – 7:00 PM (Flexible Shift)
Job Summary
We are seeking an experienced IT Support Team Lead to oversee daily IT support operations and lead a team responsible for delivering exceptional technical support. The ideal candidate will have hands-on IT support experience combined with leadership or supervisory experience in a fast-paced enterprise environment.
This role is responsible for coordinating support activities, managing escalations, improving operational processes, ensuring service quality, and collaborating with cross-functional IT teams to maintain high system availability and customer satisfaction.
Key Responsibilities
- Lead and coordinate daily IT support operations while assigning and prioritizing team workload.
- Act as the primary escalation point for complex technical and customer service issues.
- Monitor support trends, incident queues, and security-related activities to ensure timely resolution.
- Perform quality assurance reviews to ensure compliance with Service Level Agreements (SLAs).
- Collaborate with IT leadership to improve support processes, workflows, and service delivery.
- Maintain and update technical documentation and knowledge base articles.
- Coordinate with infrastructure, networking, and application teams to resolve service requests efficiently.
- Monitor and assist with IT asset and inventory management.
- Coordinate audiovisual equipment setup and provide video conferencing support.
- Generate operational reports and monitor team performance metrics.
- Travel to remote locations as needed to provide onsite technical support.
- Participate in an on-call rotation, including occasional weekends.
Required Qualifications
- Associate's or Bachelor's degree in Computer Science, Information Systems, or a related field (or equivalent work experience).
- Minimum 5 years of IT support/computer operations experience in a multi-platform environment.
- Previous experience leading or supervising an IT support/help desk team.
- Strong knowledge of desktop support, hardware, software, Windows operating systems, and enterprise IT environments.
- Experience managing incident queues and ensuring SLA compliance.
- Excellent troubleshooting, communication, and customer service skills.
- Ability to prioritize multiple tasks in a fast-paced environment.
- Experience with inventory management and IT documentation is preferred.
- Willingness to travel locally when required.
Preferred Skills
- IT Help Desk Leadership
- Service Desk Operations
- Team Management
- Incident & Problem Management
- SLA Management
- Active Directory
- Microsoft Windows
- Office 365
- IT Asset Management
- Video Conferencing Support
- Process Improvement
- Customer Support
- Technical Troubleshooting
Why Join Us?
- Competitive hourly compensation
- Opportunity to lead an experienced IT support team
- Long-term contract opportunity
- Collaborative and professional work environment
- Immediate interview process
Apply today if you have strong IT support experience and have successfully led or supervised technical support teams.