What are the responsibilities and job description for the Team Lead of Computer Operations position at Defined Software Development?
Computer Operations Team Lead
📍 Pompano Beach, FL (On-Site)
🕒 Contract Opportunity
We are seeking an experienced Computer Operations Team Lead to oversee daily IT support operations within a fast-paced enterprise environment. This role is responsible for leading support teams, ensuring timely resolution of incidents and service requests, monitoring service quality, and driving continuous process improvements while delivering exceptional customer service.
The ideal candidate will have strong technical troubleshooting skills, leadership experience, and a background supporting enterprise IT operations and service management.
Key Responsibilities
- Lead and manage daily operations of the IT support team, assigning work and prioritizing service requests.
- Serve as the primary escalation point for complex technical and customer service issues.
- Monitor team performance, workload, service metrics, and incident trends.
- Perform quality assurance reviews to ensure Service Level Agreements (SLAs) are consistently met.
- Collaborate with IT leadership to improve operational processes, workflows, and customer satisfaction.
- Maintain and update the IT knowledge base and operational documentation.
- Coordinate with cross-functional IT teams to ensure timely resolution of incidents and service requests.
- Assist with IT asset and inventory management.
- Coordinate audiovisual setups and provide video conferencing support.
- Travel to remote locations to provide technical support as needed.
Required Qualifications
- Associate''s or Bachelor''s degree in Computer Science, Information Systems, or related field (or equivalent experience).
- Minimum of 5 years of IT operations or technical support experience in enterprise environments.
- Previous experience leading technical teams and coordinating IT support operations.
- Experience working with IT ticketing systems and service management processes.
- Strong troubleshooting skills involving hardware, software, and desktop technologies.
- Excellent organizational, communication, and leadership skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Experience supporting enterprise IT environments and end users.
Additional Information
- On-site position located in Pompano Beach, FL.
- Monday–Friday schedule (8:00 AM – 5:00 PM).
- Local travel may be required.
- Candidates must be authorized to work in the United States.
- Direct applicants only.