IT Support Team Lead - Mentorship, Escalations & Service

Green Key Resources; New York (NY); On-site; USD 90,000 - 140,000; Full time

Job summary

Green Key Resources in New York seeks an experienced Support Team Lead to oversee daily IT support operations, mentor staff, and ensure high-quality service delivery. You will escalate complex issues, develop incident procedures, and track metrics while coordinating with stakeholders to improve outcomes.

You will drive ITIL-based processes, lead a team of technicians, and maintain strong client relationships with internal and external partners.

Qualifications

• Bachelor of Science in a relevant field required.
• Minimum 4 years IT support experience; 8 years preferred.
• Proven leadership experience managing IT support teams and operations.
• Strong knowledge of ITIL best practices and IT service management tools.
• Expertise in troubleshooting hardware, software, networking, and cloud technologies.
• Relevant certifications such as ITIL, Microsoft Certified, or Cyber Security are advantageous.
• Exceptional communication and client relationship management skills.
• Ability to prioritize tasks and manage multiple responsibilities effectively.

Responsibilities

• Lead and manage the IT support team, ensuring high-quality service delivery.
• Schedule and assign daily tasks, monitoring team performance and adherence to KPIs.
• Handle escalated technical issues, providing expert-level troubleshooting and guidance.
• Develop and implement efficient procedures for incident and request management.
• Maintain clear communication with clients, addressing concerns and ensuring satisfaction.
• Conduct root cause analysis for recurring issues, implementing long-term fixes.
• Create and maintain documentation, including knowledge base articles and SOPs.
• Prepare and present detailed reports on team performance and operational metrics.

Skills

Leadership

Communication

Prioritization

Client relationship management

Education

Bachelor of Science degree

Tools

ITSM tools

Microsoft certifications

Job description

Green Key Resources in New York seeks an experienced Support Team Lead to oversee daily IT support operations, mentor staff, and ensure high-quality service delivery. You will escalate complex issues, develop incident procedures, and track metrics while coordinating with stakeholders to improve outcomes.

You will drive ITIL-based processes, lead a team of technicians, and maintain strong client relationships with internal and external partners.