IT Support Team Lead

Job Description

Join Our Team as an IT Support Team Lead – Drive Innovation and Lead with Excellence

Are you a tech-savvy professional with a passion for leadership and problem-solving? We’re looking for an experienced IT Support Team Lead to oversee our support team, ensure seamless IT operations, and deliver exceptional service to our internal stakeholders. If you're ready to take the next step in your career and make a meaningful impact in a dynamic environment, we’d love to hear from you.

Responsibilities:

Provide in-depth troubleshooting for hardware, software, and network-related issues escalated from Tier II.

Diagnose and resolve issues with Windows OS operating systems, Microsoft 365, Google workspace, Enterprise applications, and VPNs.

Support and manage Active Directory user accounts, permissions, group policies, and access control.

Troubleshoot network connectivity issues, including LAN, Wi-Fi, and VPN configurations.

Provide advanced support for Microsoft 365, Google Workspace, Google Chat, Google Drive.

Assist in root cause analysis for recurring IT problems and work with senior IT teams to implement solutions.

Manage the day-to-day operations of the IT support function, prioritizing and assigning tickets.

Maintain a strong focus on customer service, ensuring a positive user experience.

Oversee and optimize the organization’s IT kernel/ticketing system.

Monitor key performance indicators (KPIs) such as first response time, resolution time, and ticket backlog.

Provide reporting on tickets and performance to upper management on a regular basis.

Identify recurring IT issues and work with other IT teams to implement long-term solutions.

Develop and maintain IT knowledge base articles and self-service resources for employees.

Oversee the procurement, tracking, and lifecycle management of IT hardware and software assets.

Ensure proper inventory management of laptops, desktops, mobile devices, and peripherals.

Collaborate with vendors for hardware repairs, software renewals, and support contracts.

Work closely with network, server, and application teams to ensure smooth IT operations.

Provide feedback and recommendations to IT leadership on common issues and areas for improvement.

Create user-friendly guides and documentation to enhance self-service IT support.

Communicate IT changes and updates effectively across the organization.Requirements:

Minimum 2 years of experience in supervisory role

Minimum 4 of IT helpdesk experiencePerks and Benefits we’ll provide you with:

Excellent career progression opportunities

Paid vacation and holidays

Medical, dental and life insurance

Vision, voluntary life, and accident insurance available

401k plan with company match

Employee discounts & perks

Competent team members

Big Brand Tire & Service is a one-stop tire and automotive repair center that has been in business for over 50 years. With stores across AZ, CA, CO, ID, NV, OK, and TX—and growing fast—we strive to maintain that family feel, because that’s how it all started. The Big Brand Tire & Service family also includes American Tire Depot, Robertson Tire, and Tire World. We keep our customers moving, and we keep our employees moving too! We're committed to investing in our hardworking, dedicated team members and take pride in promoting from within. We can help you develop your skills—and in turn, you can help us grow!

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Full-time