IT Support/Tier 3, Sr./Lead 4906

Tier4 Group; Atlanta (GA); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Full suite of medical benefits

Dental benefits

Vision benefits

401(k) with a match

Robust PTO

Class A office space

Job summary

A leading technology solutions provider is looking for a Support Operations Lead to guide a team in managing Tier 1 issues effectively. The ideal candidate will have a solid technical background with end-user technologies, experience mentoring in an IT support setting, and a strong customer-first approach. Responsibilities include overseeing device support, ensuring organized asset management, and driving process improvements for team efficiency. This role offers comprehensive benefits and growth opportunities.

Qualifications

• Solid technical foundation with common end-user technologies like Windows and O365.
• Experience leading or mentoring within an IT support environment.
• Strong organization and follow-through skills.

Responsibilities

• Lead support operations to handle Tier 1 issues.
• Prioritize tickets and manage escalations for quality support.
• Oversee endpoint support for devices.
• Ensure organization of hardware and software assets.
• Drive continuous improvement in processes.
• Track service performance and provide insights.
• Collaborate with IT groups and vendors for issue resolution.

Skills

Technical foundation with end-user technologies

Experience leading or mentoring

Customer-first mindset

Excellent communication skills

Strong organizational skills

Ability to manage multiple priorities

Experience with offshore/global support resources

Familiarity with ITSM platforms

Certifications such as ITIL, CompTIA, or Microsoft

Experience in enterprise or multi-site environments

Job description

What You’ll Do

• Lead day-to-day support operations and guide a small-but-mighty team handling Tier 1 issues and service requests.
• Keep work flowing smoothly: prioritizing tickets, managing escalations, and ensuring users get timely, high-quality support.
• Oversee endpoint support — device setup, troubleshooting, updates, and standards.
• Keep hardware and software assets organized and up to date.
• Help drive continuous improvement by refining processes, improving knowledge articles, and identifying opportunities to “shift left.”
• Track service performance and share insights to help the team operate smarter.
• Partner with other IT groups and vendors to keep things running smoothly and quickly resolve user issues.

What You Bring

• A solid technical foundation with common end-user technologies (Windows, O365, identity management, networking basics, VPN, etc.).
• Experience leading or mentoring within an IT support or service desk environment.
• A strong customer-first mindset and excellent communication skills.
• Ability to juggle multiple priorities in a dynamic, fast-moving environment.
• Strong organization and follow-through.
• Experience working with offshore/global support resources.
• Familiarity with any ITSM platform.
• Certifications like ITIL, CompTIA, or Microsoft.
• Prior experience in an enterprise or multi-site environment.
• Excellent benefits including full suite of medical, dental, vision, 401(k) with a match, robust PTO, class A office space and much, much more! Please send your detailed resume today to begin conversations about this growth opportunity with major impact!