Information Technology Support Team Lead

Koury Corporation; Greensboro (NC); On-site; USD 70,000 - 95,000; Full time

Job summary

Koury Corporation is seeking an IT Support Lead to act as the Tier 2 hands-on technician and escalation point for our headquarters and local hotel properties. You will write practical, step-by-step guides, coach frontline staff, and ensure issues are resolved with clear root causes identified.

The role requires 3–5+ years IT support experience, strong Windows 10/11, Microsoft 365, and Active Directory skills, plus familiarity with PMS/POS systems.

Qualifications

• 3–5+ years of IT support experience, with 1+ years in a Tier 2, senior, or lead role.
• Strong troubleshooting skills in Windows 10/11, Microsoft 365, and Active Directory.
• Familiar with hotel PMS and POS systems and able to learn quickly.

Responsibilities

• Answer help desk calls, reply to tickets, and assist walk‑up users with everyday tech problems.
• Take ownership of complex tickets passed up from frontline technicians across corporate and hotel teams.
• Write and maintain clear step‑by‑step guides so Tier 1 staff can resolve common issues on the first call.
• Manage support tickets with third‑party vendors until issues are fully resolved and root causes are identified.
• Track repeat issues across all properties and implement lasting fixes.
• Coach frontline technicians on troubleshooting steps, customer service, and ticket documentation.
• Travel locally between Greensboro properties for hands‑on repairs, hardware setups, network closet checks.

Skills

IT support

Troubleshooting

Coaching

Technical writing

Customer service

Education

Associates Degree in IT

Tools

Windows 10/11

Microsoft 365

Active Directory

Hotel PMS

POS systems

JIRA Service Management

Job description

Koury Corporation is looking for an IT Support Lead to serve as our Tier 2 hands‑on technician and escalation point. In this role, you’ll be the person our frontline IT support staff turns to when a problem is too complex, recurring, or unusual for a quick fix.

You’ll support both our corporate headquarters and our local hotel properties. Beyond troubleshooting tough issues, a major focus of this role is making our frontline team successful: writing practical, step‑by‑step guides so they can solve issues on the first call, coaching them on troubleshooting methods, and keeping third‑party vendors accountable until issues are truly fixed with clear root causes identified.

What You’ll Do:

• Answer help desk calls, reply to tickets, and assist walk‑up users with everyday tech problems.
• Take ownership of complex tickets passed up from frontline technicians across corporate and hotel teams.
• Write and maintain clear step‑by‑step guides so Tier 1 staff can resolve common issues on the first call.
• Manage support tickets with third‑party vendors (POS, hotel PMS, internet providers) until issues are fully resolved and root causes are identified.
• Track repeat issues across all properties and implement lasting fixes.
• Coach frontline technicians on troubleshooting steps, customer service, and ticket documentation.
• Travel locally between Greensboro properties for hands‑on repairs, hardware sets ups, network closet checks.

What you Need:

• 3–5+ years of IT support experience, with 1+ years in a Tier 2, senior, or lead role.
• Strong troubleshooting skills in Windows 10/11, Microsoft 365, and Active Directory.
• Solid network fundamentals (patch cabling, switch port checks, Wi‑Fi, basic IP/DHCP troubleshooting).
• Strong written communication skills to author clear technical guides
• Familiar with (or ability to quickly learn) hotel Property Management (PMS) and Point of Sale (POS) systems
• Valid driver's license and a reliable vehicle for local travel between Greensboro locations.
• Associates Degree in IT or higher education.

Preferred Qualifications (Nice to Have):

• Prior hands‑on experience supporting hotel Property Management Systems (PMS) or restaurant Point of Sale (POS) hardware/software.
• Relevant industry certifications (CompTIA Network+, Security+, or Microsoft Certified: Modern Desktop / Endpoint Administrator)
• Experience coordinating support tickets and SLA accountability with MSPs and Software Vendors.
• Skilled at configuring and leveraging AI to improve JIRA Service Management Systems or Knowledge Base.
• Familiarity with Asset management and remote monitoring tools (JIRA, NinjaOne, Etc….)