IT End-User Support Team Lead

Alternate Solutions Health Network; Kettering (OH); On-site; USD 65,000 - 90,000; Full time

Job summary

Alternate Solutions Health Network is seeking a Supervisor of Technical Support Specialists to lead the End User Services team, oversee helpdesk operations, and drive process improvements. You’ll coach staff, manage escalations, coordinate equipment procurement, and ensure secure device lifecycle management across laptops, desktops, tablets, and mobile devices.

You will collaborate with the Manager, End User Services to implement enterprise-wide deployments, optimize onboarding, and maintain

Qualifications

• Leads and mentors ITSD team members and handles escalations.
• Strong customer service and documentation skills.
• Clear written and verbal communication; follows procedures.
• Ability to manage multiple priorities and deliver results.
• Experience troubleshooting and resolving basic network problems.
• Experience provisioning, supporting, and repairing Windows hardware.
• Experience administering Microsoft Active Directory and Exchange.
• Experience with MDM and telephony systems.
• Maintains professional appearance and driving record.

Responsibilities

• Manages Tier I ITSD teammates and escalations
• Resolves escalations from Tier III in Supervisory capacity
• Identify, purchase, receive and approve equipment
• Procure IT equipment and services for onboarding and support
• Design, document, and deploy technical solutions
• Lead enterprise-wide deployment efforts
• Coordinate with wireless providers for device availability
• Test new device models before end of life
• Process and manage return of equipment
• Coordinate with leadership for timely equipment return
• Improve processes with scalable solutions
• Maintain vendor relations
• Develop asset disposal solutions
• Other duties as assigned by Manager

Skills

Leadership experience

Customer service

Communication skills

Multiple priorities

Troubleshooting

Team collaboration

Driver's license

Professional appearance

Education

Associates degree in IT or related field

Industry certifications (CompTIA A+, Network+, CCNA, Microsoft)

Tools

Windows hardware provisioning

Windows operating systems

Active Directory

Exchange Online

Mobile Device Management

Windows Server OS

Office/workstation apps

Telephony devices management

Backend telephony services

Job description

Alternate Solutions Health Network is seeking a Supervisor of Technical Support Specialists to lead the End User Services team, oversee helpdesk operations, and drive process improvements. You’ll coach staff, manage escalations, coordinate equipment procurement, and ensure secure device lifecycle management across laptops, desktops, tablets, and mobile devices.

You will collaborate with the Manager, End User Services to implement enterprise-wide deployments, optimize onboarding, and maintain