IT Support Lead

Position Summary

The IT Support Lead provides daily leadership, coordination, and quality oversight for IT Support Specialists across ESS locations. This role ensures consistent service delivery, prioritizes and assigns work across support channels, and upholds ESS’s standards for ticket quality, documentation, customer service, and asset management. The Lead supports IT strategic initiatives while serving as the primary escalation point for complex

issues. This position plays a key role in mentoring team members, improving support workflows, and enabling a proactive, high performing IT Support function.

Key Responsibilities

• Serve as the first point of escalation for IT Support Specialists and assist with

resolving complex technical issues.

• Prioritize and assign incoming incidents, service requests, and field support tasks to ensure timely resolution.

• Provide coaching, feedback, and day-to-day guidance to Specialists, reinforcing

support standards and expectations.

• Support onboarding, training, and development of new IT team members.

• Own Problem Management processes (recurring issues, root cause analysis,

solutions).

• Support SLAs, customer satisfaction goals, and continuous service improvement.

• Maintain and improve support documentation, including SOPs, knowledge base

articles, and runbooks.

• Support periodic inventory audits, hardware lifecycle planning, and asset

reconciliation.

• Assist with complex field support needs and coordinate Specialists’ dispatch to job sites as necessary.• Collaborate with the IT Support Manager and other IT teams to support rollouts, upgrades, and strategic projects.

• Represent IT Support in cross-functional discussions when required.

• Partner with the IT Support Manager on reporting KPIs, OKRs, and team

performance metrics.

• Other duties as assigned.

Qualifications

• 3–5 years of IT support experience, with demonstrated technical proficiency and

customer service excellence.

• Strong understanding of Windows, macOS, Microsoft 365, hardware

troubleshooting, and networking fundamentals.

• Experience mentoring or guiding support personnel.

• Ability to prioritize work, delegate effectively, and manage simultaneous support

demands.

• Strong analytical skills with experience in problem-solving and root cause analysis.

• Familiarity with ITIL-aligned processes (certification a plus).

• Certifications such as CompTIA Net+, Sec+, A+, or Microsoft certifications are a

plus.

• Associate or bachelor’s degree in information technology or related field.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)