IT & Support Lead - Tier III, Implementation & Mentorship

SBM Management Services, LP; Sacramento (CA); On-site; USD 80,000 - 85,000; Full time

Benefits offered by this job

Benefits package

Equal opportunity employer

Job summary

SBM Management Services, LP is seeking an IT & Support Lead in Sacramento to lead IT Support and Mobile Implementation teams. The role combines Tier III technical support, implementation leadership, asset management, and team coordination to ensure high-quality service delivery.

The Lead will mentor technicians, monitor performance, drive improvements, and collaborate with leadership on operational trends while staying engaged in day-to-day technical support and implementation tasks.

Qualifications

• Associate's degree or equivalent work experience in IT.
• 4–6 years of progressive IT support, implementation, or systems administration experience.
• Experience supporting enterprise mobile devices, MDM platforms, and end-user technologies.
• Strong communication and documentation skills.
• Experience mentoring or leading technical teams is 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.

Skills

Windows

Microsoft 365

Active Directory

Mobile devices

Networking

Enterprise apps

ITSM

Ticketing

MDM platforms

Communication

Organization

Customer service

Prioritization

Analytical

Problem-solving

Mentoring

Training

Documentation

Time management

Attention to detail

Education

Associate's degree in Information Technology, Computer Science, or related field, or equivalent work experience.

Tools

MDM platforms

Ticketing systems

Remote access tools

Job description

SBM Management Services, LP is seeking an IT & Support Lead in Sacramento to lead IT Support and Mobile Implementation teams. The role combines Tier III technical support, implementation leadership, asset management, and team coordination to ensure high-quality service delivery.

The Lead will mentor technicians, monitor performance, drive improvements, and collaborate with leadership on operational trends while staying engaged in day-to-day technical support and implementation tasks.