The Senior IT Support Specialist / IT Support Team Lead will manage and oversee the Level 1 IT Support team, ensuring the delivery of high-quality technical support and exceptional customer service to end-users. 

• Lead, mentor, and develop the Level 1 IT Support team to enhance technical proficiency and customer service skills.
• Manage daily IT help desk operations, including ticket assignment, prioritization, and escalation management.
• Provide advanced technical support and troubleshooting for hardware, software, network, and security-related issues escalated from Level 1 support.
• Ensure timely resolution of support tickets in accordance with service level agreements (SLAs), particularly for critical incidents.
• Maintain and improve IT support documentation, processes, and knowledge base resources.
• Facilitate communication between IT support teams and client-users, ensuring clear, professional, and timely updates.

• 4–5 years of IT support experience, including 2+ years in a supervisory or lead role
• Strong technical expertise in Windows 10/11, Microsoft 365, Active Directory, and networking
• Proven ability to manage help desk operations and support teams
• Advanced troubleshooting skills across hardware, software, mobile devices, and security tools (e.g., Sophos)
• Proficiency with help desk systems (e.g., NinjaOne) and communication tools (Microsoft Teams, RingCentral)
• Excellent communication and team leadership skills
• Strong organizational and multitasking abilities
• Customer service-focused with a proactive, problem-solving mindset
• Effective under pressure, with strong decision-making and escalation management skills