IT & Support Lead: Tech Escalation & Implementation

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

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.