Tier 2 Support Lead

Job Summary

Leading a team of support professionals, the full-time Tier 2 Support Lead will manage deskside and executive support activities, coordinate technical support for incidents, and enhance the customer experience in a fully remote environment.

Key responsibilities

• Oversee Tier 2 deskside and executive support activities to meet customer expectations and operational priorities
• Coordinate technical support for incidents, service requests, and hardware lifecycle efforts
• Collaborate with service teams and stakeholders to improve performance and customer satisfaction

Required qualifications

• Bachelor's Degree in Computer Science, Information Technology, or a related field
• Strong experience in deskside IT operations or enterprise endpoint support environments
• Experience with hardware lifecycle support and IMAC processes
• Ability to manage competing priorities in fast-paced operational settings
• Desired certifications may include ITIL, HDI, or Microsoft certifications related to end-user computing