IT Support Team Lead

Our client is looking for an ITSC Leader (IT Support Team Lead) in Rio Rancho NM 87124.

Our client is a multibillion-dollar company that provides end-to-end managed services, technology, and consulting to enable the digital workplace for small to enterprise businesses. Join their team to be part of delivering individualized experiences to a diverse range of clients in a collaborative and productive workplace environment.

Job Title: ITSC Leader

Location: 1600 Rio Rancho Blvd SE, Rio Rancho NM 87124

Duration: 2 months

Type: Contract to Hire

Pay Rate: $28/hr. on W2

Additional Notes:

• This role requires 5 years of technical experience with proven lead or supervisory capabilities in an IT support environment.
• The candidate will provide technical leadership and hands-on support within the ITSC, acting as a key escalation point and primary support resource for the team.
• Strong communication, interpersonal, and customer service skills are essential to liaise with client leadership management effectively.
• Responsibilities include team management, coaching, onboarding, and performance monitoring, ensuring adherence to processes such as ScrumBan and maintaining accurate documentation in the ticketing system.
• The role demands physical readiness for tasks such as lifting up to 35 lbs and performing onsite activities (walking, kneeling, crawling) while adhering to safety and presentation standards.
• Hands-on technical duties include device deployments, break/fix troubleshooting, Windows 8/10 support, inventory management, and cross-training, ensuring operational continuity and continuous process improvement.

Required Skills & Experience

• 5 years of technical experience, with lead or supervisory experience.
• Strong leadership, professionalism, and communication skills.
• Ability to learn new processes quickly and multitask in a fast-paced environment.
• Excellent customer service and interpersonal skills.
• Ability to lift up to 35 lbs. and perform physical tasks (walking, standing, kneeling, crawling).
• Proficiency with Microsoft Office (Outlook, Excel, Word).
• Experience with Windows 8 and Windows 10 environments.
• Technical certifications (e.g., CompTIA A ).

What You Will Be Doing

Daily Responsibilities

Leadership Responsibilities

• Serve as a lead support resource for the OR ITSC team and provide backfill support for the PCLD Lead.
• Act as co-point of contact with the Site Supervisor and Client Manager.
• Handle escalations, advanced troubleshooting needs, and day-to-day support issues from ITSC techs.
• Lead weekly team meetings, deliver updates, and maintain meeting notes.
• Participate in leadership meetings with the company’s/eXcell and the Client.
• Provide coaching, mentorship, feedback, and performance recognition to team members.
• Assist with monitoring workload and staffing levels to ensure proper coverage.
• Support onboarding and hands-on training for new hires and maintain training completion records.

Operational & Technical Duties

• Provide backfill and hands-on support during high-volume periods.
• Update Scrumban dashboards and ensure team compliance with all ScrumBan processes.
• Conduct monthly inventory audits and routine stockroom spot checks.
• Support ITSC operations, including device deployments, break/fix troubleshooting, and general tech tasks.
• Ensure accurate updates and documentation in the client ticketing system.
• Cross-train with other Leads and provide coverage for CORE Leads when needed.
• Adhere to required onsite presentation standards, including wearing a black collared technician shirt.
• Take on additional responsibilities as assigned to support ongoing client needs and operational improvements.