Lead IT Support Level III

Job Opportunity: Lead IT Support Level III

Location: Orange, CA

Job Type: Contract-to-Hire

Work Schedule: Hybrid (after initial onboarding/trust period)

Compensation: Competitive, based on experience

Overview

We are actively seeking a highly experienced IT Support Level III professional to join a dynamic End User Support team. This role is a critical position acting as the right hand to the IT Director, supporting national IT operations and ensuring seamless end-user experiences.

You will serve as the key escalation point and operational lead, bridging leadership with Helpdesk and Desktop Support teams. This position offers clear advancement into IT leadership/management.

Must-Have Skills & Experience (Required)

• 5 years of hands-on experience in Level II/III IT Support roles within enterprise environments
• Expert-level troubleshooting of Windows OS (Windows 10/11) in corporate environments
• Strong, hands-on experience supporting Microsoft 365 (Office 365) including:
• Outlook (profile issues, connectivity, performance, mailbox troubleshooting)
• Teams (audio/video, login, integration issues)
• OneDrive & SharePoint (sync issues, permissions, access)
• Exchange Online (mail flow, mailbox access, configuration)
• Proven ability to resolve complex end-user issues across hardware, software, and network layers
• Experience serving as the primary escalation point for advanced technical issues
• Strong expertise in ticket queue management, prioritization, and SLA enforcement
• Hands-on experience with Active Directory (user accounts, group policies, permissions)
• Experience with ITSM/ticketing systems (ServiceNow, Jira, or similar)
• Ability to lead, mentor, or oversee Helpdesk/Desktop Support staff
• Strong documentation and process improvement mindset
• Excellent communication skills with the ability to interface with executives and technical teams

Key Responsibilities

• Serve as the primary escalation point for Level II and Level III end-user support issues
• Provide day-to-day oversight of Helpdesk and Desktop Support teams
• Manage and prioritize ticket queues to ensure timely resolution and SLA compliance
• Troubleshoot and resolve complex Windows and Microsoft 365 end-user issues
• Act as a bridge between IT leadership and support teams, ensuring alignment and communication
• Keep the IT Director informed on team performance, risks, and operational updates
• Lead by example with hands-on technical support and user issue resolution
• Identify and implement process improvements and efficiencies within support operations

What Sets You Apart

• Proven ability to own and drive issue resolution in high-pressure environments
• Leadership mindset with readiness to step into a management role
• Strong ability to mentor and elevate team performance
• Experience supporting multi-site or national organizations
• High level of accountability, organization, and follow-through

Why Join This Opportunity?

• Clear path to IT leadership/management advancement
• High-visibility role working directly with IT leadership
• Opportunity to influence and improve national End User Support operations
• Collaborative, fast-paced, and growth-oriented environment