IT Services Lead — Hands-On Tech Coach

SpaceXAI; Memphis (TN); On-site; USD 92,000 - 138,000; Full time

Job summary

SpaceXAI in Memphis, Tennessee seeks an experienced IT Services Manager to lead a world‑class team of technicians focused on end‑user support, hardware deployment, and non‑standard solutions from engineers. This hands‑on leadership role requires coaching, motivation, and strong technical judgment.

You will recruit, train, schedule, monitor tickets, and collaborate with vendors while driving continuous improvement.

Qualifications

• Minimum 3+ years’ experience in a corporate IT Helpdesk and/or desktop support environment.
• Strong Hardware and software troubleshooting.
• Excellent customer service skills to work effectively with clients.
• Must understand and communicate difficult concepts and provide instructions in a clear and straightforward manner.
• Must be professional, self-motivated, resourceful, and work with minimal supervision.
• Must be able to set priorities and be flexible in a fast‑paced environment.
• Ability to follow procedures and protocols.

Responsibilities

• Recruits, trains, and evaluates IT Services technicians.
• Delegates tasks and develops work schedules.
• Closely monitors ticket queue to provide quality assurance of tickets in progress.
• Is hands‑on; resolves difficult issues; identifies/fixes root causes for problems; and finds better ways to do things.
• Works with management to plan, coordinate and supervise the execution of projects, work assignments and workloads for IT technicians.
• Provides reports on IT technician activities, performance, and operational issues.
• Resolves, routes, or escalates service requests to functional teams as necessary.
• Works with team and peers to identify processes that require improvement.
• Participates in the IT Services supply chain, purchasing and distribution process.
• Works with IT Logistics to manage the inventory of products stored within the IT Services warehouses.
• Collaborates closely with 3rd party vendors to build strong and long‑lasting relationships.

Skills

Windows & Mac OS

Hardware troubleshooting

Software troubleshooting

Customer service

Organizational skills

Clear communication

Leadership

Tools

Microsoft Office

Browsers

Job description

SpaceXAI in Memphis, Tennessee seeks an experienced IT Services Manager to lead a world‑class team of technicians focused on end‑user support, hardware deployment, and non‑standard solutions from engineers. This hands‑on leadership role requires coaching, motivation, and strong technical judgment.

You will recruit, train, schedule, monitor tickets, and collaborate with vendors while driving continuous improvement.