IT & Support Lead

4Insite, LLC; Sacramento (CA); On-site; USD 80,000 - 85,000; Full time

Job summary

SBM Management Services, LP in Sacramento is seeking an IT & Support Lead to oversee advanced technical support and guide the IT Support and Mobile Implementation teams. You will balance escalation duties with hands-on deployment and daily operations.

The role requires strong Windows/Microsoft 365 expertise, IT asset management, and leadership to mentor technicians, improve processes, and report trends to leadership while delivering reliable IT services.

Qualifications

• Associate degree in IT or related field or equivalent work experience.
• 4–6 years of progressive IT support, implementation, or systems administration experience.
• Experience supporting enterprise mobile devices and end-user technologies.
• Certifications: CompTIA A+, Network+, Security+ preferred.
• Experience mentoring or leading technical teams is a plus.
• Strong communication and customer service skills.

Responsibilities

• Serve as the primary escalation point for complex IT support issues.
• Provide Tier II and Tier III support for desktops, laptops, mobile devices, apps, accounts, networking, and 4insite platforms.
• Coordinate daily ticket distribution and workload balancing across the support team.
• Coach and mentor support technicians with technical guidance and training.
• Review ticket quality and ensure documentation standards are maintained.
• Identify recurring issues and propose long-term solutions and process improvements.
• Escalate operational risks, staffing concerns, customer-impacting issues, and trends to the IT Services Manager.
• Coordinate technical implementation activities for new clients, sites, and mobile deployments.
• Deliver end-user training and post-implementation support.
• Oversee lifecycle management of mobile devices and IT assets.
• Monitor asset records and reconcile inventory.
• Prepare recurring reports for leadership on ticket trends and performance.

Skills

Advanced troubleshooting

Leadership

Team coaching

Communication skills

Education

Associate's degree in Information Technology or related field

4–6 years of progressive IT support/implementation experience

Tools

MDM platforms

Active Directory

Microsoft 365

Windows

Networking basics

Job description

Title:IT & Support LeadJob Description:Compensation: $80,000-$85,000 per yearJob OverviewThe IT & Support Lead is responsible for providing advanced technical support while serving as the primary lead for the IT Support and Mobile Implementation teams. This role combines Tier III technical support, implementation leadership, asset management, and team coordination to ensure high-quality service delivery across the organization.The IT & Support Lead serves as the technical escalation point, mentors support technicians, helps coordinate daily support operations, and partners with leadership to drive continuous improvement. This position is responsible for monitoring team performance, communicating operational trends, and providing regular updates to leadership while remaining actively engaged in day-to-day technical support and implementation activities.Roles & ResponsibilitiesTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned.Technical Support & Team LeadershipServe as the primary escalation point for complex IT support issues.Provide Tier II and Tier III support for desktops, laptops, mobile devices, applications, accounts, networking, and 4insite platforms.Assist with daily ticket distribution and workload balancing across the support team.Coach and mentor support technicians by providing technical guidance, training, and knowledge sharing.Review ticket quality and ensure documentation standards are maintained.Identify recurring issues and recommend long-term solutions and process improvements.Escalate operational risks, staffing concerns, customer-impacting issues, and support trends to the IT Services Manager.Implementation & Customer SupportCoordinate technical implementation activities for new clients, sites, and mobile deployments.Support customer onboarding, site profiling, hardware deployment, and technical readiness.Develop and maintain implementation schedules while ensuring project milestones are met.Deliver end-user training and provide post-implementation support to ensure successful adoption.Serve as the liaison between Support, Implementation, Operations, and other business teams.Asset & Mobile Device ManagementOversee lifecycle management of mobile devices and IT assets.Configure and deploy hardware, software, and mobile devices using MDM solutions.Monitor asset assignments and reconcile inventory records.Coordinate equipment recovery for terminated or transferred employees.Work directly with mobile carriers and vendors to resolve billing, service, and inventory issues.Monitor inactive devices and ensure appropriate follow-up with leadership.Operations & ReportingTrack support metrics, implementation progress, and operational performance.Prepare recurring reports for leadership on ticket trends, asset utilization, implementation status, customer issues, and team performance.Maintain and improve SOPs, knowledge articles, technical documentation, and training materials.Support special projects and continuous improvement initiatives.Participate in on-call support and occasional travel as business needs require.QualificationTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.Education and/or ExperienceAssociate's degree in Information Technology, Computer Science, or related field, or equivalent work experience.4–6 years of progressive IT support, implementation, or systems administration experience.Experience supporting enterprise mobile devices, MDM platforms, and end-user technologies.Previous experience mentoring or leading technical teams preferred.Certificates, Licenses, RegistrationsPreferred Certifications:CompTIA A+Network+Security+May be required to have a valid driver’s licenseKnowledge, Skills, and AbilitiesAdvanced troubleshooting skills across Windows, Microsoft 365, Active Directory, mobile devices, networking, and enterprise applications.Strong understanding of IT service management and ticketing systems.Experience with Mobile Device Management (MDM) platforms.Excellent communication, organization, and customer service skills.Ability to prioritize multiple projects in a fast-paced environment.Strong analytical and problem-solving skills.Ability to train, mentor, and support team members while fostering a collaborative work environment.Exceptional organizational and time management skills, with the ability to manage multiple projects, competing priorities, and deadlines simultaneously.Strong attention to detail and commitment to maintaining accurate documentation, reporting, and asset records.Supervisory ResponsibilitiesCarries out management responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Additionally, ensure that all employees are properly trained on tasks and safety equipment.Physical Demands & Work EnvironmentThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit. The employee is frequently required to walk and use hands to finger, handle, or feel. The employee is occasionally required to stand.The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet.Benefits:SBM offers comprehensive benefit packages. For information about SBM's benefits, please visit SBM's website at:www.sbmmanagement.com/careers Careers – SBMSBM Management Services, LP and its affiliates are proud to be equal opportunity workplaces. We are committed to equal employment opportunity regardless of race, sex, color, ancestry, religion, national origin, sexual orientation, citizenship, age, marital status, disability, gender identity, Veteran status, or other legally protected status.