IT & Support Lead: Tier III Expert in Implementations

4Insite, LLC; United States; On-site; USD 80,000 - 85,000; Full time

Job summary

4Insite, LLC seeks an IT & Support Lead to drive advanced technical support and lead our IT Support and Mobile Implementation teams in the United States. You will act as the primary escalation point for complex issues, mentor technicians, and coordinate daily operations to ensure high-quality service delivery.

You will oversee asset management, implement improvements, track performance metrics, and partner with leadership to align IT efforts with business goals.

Qualifications

• Associate'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.

Responsibilities

• Serve 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.
• Coordinate 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.
• Oversee 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.
• Track 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.

Skills

Windows troubleshooting

Microsoft 365

Active Directory

MDM platforms

ITSM

Ticketing systems

Communication skills

Mentoring

Education

Associate's degree in IT or related field

CompTIA A+ Network+ Security+

Tools

Enterprise mobile devices

Job description

4Insite, LLC seeks an IT & Support Lead to drive advanced technical support and lead our IT Support and Mobile Implementation teams in the United States. You will act as the primary escalation point for complex issues, mentor technicians, and coordinate daily operations to ensure high-quality service delivery.

You will oversee asset management, implement improvements, track performance metrics, and partner with leadership to align IT efforts with business goals.