Job description

Position Title: IT Support Lead Location: San Diego, California-On Site Overview: We are looking for an experienced and resourceful leader to guide our technical support operations in San Diego. In this supervisory position, you will coordinate the day-to-day functions of a geographically distributed IT support team, ensuring timely and effective assistance to internal users across the enterprise. You will be responsible for managing personnel, optimizing the use of our service platform, and leading process enhancements to improve service reliability and end-user satisfaction. Core Duties: • Manage the daily workflow of support staff across various office locations, handling task assignments, shift planning, and productivity assessments. • Provide oversight of organization-wide technical support initiatives, assisting users at multiple sites. • Act as the primary escalation contact for advanced or unresolved support requests, ensuring prompt and satisfactory resolutions. • Ensure team operations adhere to company IT protocols and meet established service level objectives. • Supervise usage and data accuracy within the ticketing system, ensuring incidents and requests are logged, prioritized, and completed efficiently. • Offer hands-on mentorship and training to support personnel, promoting skill growth in both technical and service-related areas. • Work closely with infrastructure and application teams to address recurring problems and identify optimization opportunities. • Track key performance indicators and generate reports that highlight team achievements and areas for improvement to senior technology leadership. • Spearhead initiatives to reduce common issues and enhance long-term user experience and productivity. • Maintain and improve internal documentation, including guides, FAQs, and technical knowledge bases. • Encourage a strong customer service culture focused on efficiency, responsiveness, and continuous advancement. Ideal Background: • Demonstrated leadership experience overseeing support functions in enterprise and multi-location environments. • Skilled with helpdesk tools and remote access platforms • Strong interpersonal, analytical, and organizational abilities. • Capable of juggling multiple tasks while thriving in a dynamic setting. • Technical proficiency in Windows, Azure AD, iOS, and mobile troubleshooting. • Basic knowledge of core networking concepts such as DNS, DHCP, and TCP/IP. • Familiarity with Microsoft Exchange, Outlook, and the M365 suite. • Experience with Okta or similar identity tools is beneficial. What You’ll Gain: • A chance to contribute to a forward-thinking IT team serving a broad and complex enterprise. • A competitive compensation package with robust health and wellness benefits. • Opportunities for advancement and skills development tailored to enterprise-scale IT environments. If you're committed to enhancing IT service performance and have a passion for team leadership in a fast-paced organization, we invite you to apply and be part of our team in sunny San Diego!

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