Systems Support Technical Lead

Description

SUMMARY

The Systems Support Technical Lead is responsible for overseeing the daily operations of end-user technology support, ensuring the reliability, performance, security, and usability of systems across the organization. This position supervises support staff, assigns and prioritizes work, provides advanced technical expertise, and resolves escalated issues requiring specialized knowledge. This person exercises independent judgment in planning, coordinating, and implementing system upgrades, process improvements, and service delivery standards. This role works closely with IT leadership on strategic initiatives, technology roadmaps, and organizational IT planning. Exceptional customer service and leadership skills are required to ensure a positive user experience.

To perform this job successfully, an individual must be able to perform each responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability to be successful.

DUTIES/RESPONSIBILITIES (include but are not limited to the following)

• Responsible for daily work of systems support staff, including scheduling, task delegation, and review of completed work for quality and accuracy.
• Provide Tier 2–3 technical support for hardware, software, and network issues across the organization.
• Serve as the escalation point for complex technical issues and critical incidents.
• Lead, mentor, coach, and train support analysts and technicians, fostering knowledge sharing and professional growth.
• Monitor and maintain system performance, availability, and security.

Qualifications

EDUCATION AND/OR EXPERIENCE

• Associate or bachelor’s degree in information technology, Computer Science, or a related field.
• 3 years of experience in IT support or systems administration.
• Demonstrated leadership or supervisory experience preferred.
• Strong knowledge of Windows/Mac OS, Microsoft 365, networking fundamentals, and endpoint management.
• Experience with ticketing systems, remote support tools, and IT asset management.
• Excellent problem-solving, communication, and documentation skills.
• Proven ability to lead projects and coordinate cross-functional teams.

SKILLS AND ABILITIES

• Experience with Active Directory, Group Policy, and cloud platforms (Azure, AWS).
• Familiarity with ITIL practices and cybersecurity principles.
• Scripting or automation experience (PowerShell, Python, etc.) is a plus.
• Experience developing and delivering technical training.
• Project management or IT leadership certifications (e.g., CompTIA Project , ITIL, or similar) are a plus.
• Strong interpersonal skills and a commitment to delivering outstanding customer service.
• Ability to diagnose equipment failures and resolve advanced problems.
• Ability to multi-task effectively, prioritize competing needs, and remain professional in high-pressure situations.
• Ability to exercise discretion and independent judgment, especially when handling confidential information or making technical decisions.
• Ability to adapt quickly, meet deadlines, and work both independently and collaboratively.