IT Support Level III Lead

Job Description

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:

o Outlook (profile issues, connectivity, performance, mailbox troubleshooting)

o Teams (audio/video, login, integration issues)

o OneDrive & SharePoint (sync issues, permissions, access)

o 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