IT Support Lead

Creative Financial Staffing, LLC; South Bend (IN); On-site; USD 60,000 - 70,000; Full time

Job summary

Creative Financial Staffing, LLC is seeking an experienced IT Support Lead to oversee daily help desk operations across a multi-site environment in South Bend, Indiana. The role combines hands-on technical support with team leadership to keep workstations, mobile devices, networking, and cloud services running smoothly.

You will mentor technicians, manage tickets, and ensure SLAs, while coordinating with vendors and supporting end users.

Qualifications

• Associate degree in Information Technology or related field.
• Minimum of 3 years IT support or help desk experience.
• Experience leading or mentoring technical support personnel.
• Strong knowledge of Windows operating systems, PC hardware, mobile devices, printers, networking, and cloud apps.
• Excellent communication, customer service, and interpersonal skills.
• Strong organizational, problem-solving, and time-management abilities.
• Ability to work independently and manage multiple priorities.

Responsibilities

• Oversee daily IT Help Desk operations and mentor staff.
• Manage and assign support tickets, prioritize SLAs, and ensure service levels are met.
• Provide advanced technical support for Windows, desktop/laptop, mobile devices, printers, telephony, and cloud apps.
• Coordinate with third-party vendors and provide on-call support as needed.

Skills

Team Leadership

Customer Service

Communication

Troubleshooting

Documentation

Time Management

Vendor Coordination

Education

Associate degree in Information Technology or related field

Job description

IT Support Lead / Help Desk Supervisor

Location: South Bend, IN
Compensation: $60,000 – $70,000

Job Summary

We are seeking an experienced IT Support Lead to oversee daily help desk operations, mentor technical support staff, and provide advanced technical support across a multi-site environment. This role is responsible for managing support requests, maintaining technology assets, supporting end users, and ensuring reliable operation of workstation, mobile, network, telephony, and cloud-based systems.

The ideal candidate combines strong technical expertise with leadership skills and a customer-first approach to technology support.

Key Responsibilities

Team Leadership & Support Operations

• Supervise and provide guidance to IT Support/Help Desk Technicians.
• Manage and assign support tickets, establish priorities, and ensure service level expectations are met.
• Provide training and mentorship on hardware, software, operating systems, and troubleshooting best practices.
• Deliver feedback and coaching to support team members.

Technical Support

• Serve as the escalation point for advanced Level III technical issues.
• Support desktop and laptop computers, tablets, mobile devices, printers, telephony systems, and business applications.
• Provide support via phone, remote access, and onsite assistance.
• Perform basic network and systems troubleshooting and coordinate with third-party vendors when necessary.
• Support audio/visual technology, including projectors, displays, conferencing equipment, and presentation tools.
• Participate in an on-call rotation for critical after-hours support.

Asset & Documentation Management

• Administer mobile device management (MDM) solutions.
• Maintain accurate hardware and software inventory records.
• Track and manage IT equipment and technology-related supplies.
• Coordinate technology installations, moves, additions, and equipment replacements.
• Identify opportunities for equipment upgrades and process improvements.
• Create and maintain knowledge base articles, technical documentation, and standard operating procedures.

Required Qualifications

• Associate degree in Information Technology or related field, or equivalent professional experience.
• Minimum of 3 years of IT support, help desk, or desktop support experience.
• Experience leading or mentoring technical support personnel.
• Strong knowledge of:
  • Windows operating systems
  • PC and laptop hardware
  • Mobile device support
  • Printers and peripheral devices
  • Networking fundamentals and troubleshooting
  • Cloud-based applications and services
• Excellent communication, customer service, and interpersonal skills.
• Strong organizational, problem-solving, and time-management abilities.
• Ability to work independently and manage multiple priorities.

Preferred Experience

• Help Desk Team Lead, Service Desk Lead, or IT Supervisor experience.
• Experience with IT asset management and inventory tracking.
• Experience supporting multiple sites and remote users.
• Knowledge of mobile device management platforms and ticketing systems.