IT Service Delivery Lead – Escalations & Solutions

RF-SMART; Jacksonville (FL); On-site; USD 60,000 - 95,000; Full time

Job summary

RF-SMART is seeking a Service Delivery Tech Lead in Jacksonville, FL to serve as the primary resolver for complex service desk issues and provide technical leadership to the team. The role includes troubleshooting hardware, software, and network services, plus asset tracking and lifecycle support.

It is non‑managerial, but mentorship for junior staff is expected. You’ll support both onsite and remote employees, document resolutions, and follow Continual Service Improvement principles.

Qualifications

• Minimum of 6 years of formal work experience in a technology support capacity.
• Bachelor’s degree in IT or related field preferred.
• CompTIA A+ certification or equivalent credentials preferred.
• Solid understanding of computer hardware, operating systems (Windows and macOS), and basic networking concepts.
• Experience supporting desktops, laptops, peripherals, and common software in a corporate environment.
• Strong analytical and problem‑solving skills; able to resolve issues independently.
• Excellent verbal and written communication; customer‑focused and able to explain technical concepts to non‑technical users.

Responsibilities

• Provide timely support to employees with complex technical problems involving desktop, laptop, or network services.
• Assist onsite and remote team members with escalated issues from lower-level IT support groups.
• Troubleshoot and diagnose hardware, software, and networking issues.
• Document resolutions and procedures in the knowledge base to support self-service for Tier I users.
• Manage tickets independently, track incidents, and ensure timely closure according to SLAs.

Skills

Strong communication

Problem solving

Customer focus

Technical explanation to non-technical

Independent ticket handling

Education

Bachelor's degree in IT or related field

Tools

ITIL familiarity

CompTIA A+ (cert)

Job description

RF-SMART is seeking a Service Delivery Tech Lead in Jacksonville, FL to serve as the primary resolver for complex service desk issues and provide technical leadership to the team. The role includes troubleshooting hardware, software, and network services, plus asset tracking and lifecycle support.

It is non‑managerial, but mentorship for junior staff is expected. You’ll support both onsite and remote employees, document resolutions, and follow Continual Service Improvement principles.