IT Technical Lead - Tier 2 Support & Service Lead

Principle Choice Solutions LLC; Omaha (NE); Híbrido; USD 90 000 - 130 000; Tempo integral

Resumo da oferta

PRINCIPLE CHOICE SOLUTIONS seeks an IT Technical Lead to guide Tier 2 IT Support Analysts, oversee daily service desk operations, and provide hands-on Level 2/3 troubleshooting for complex hardware, software, and identity issues. The role partners with Infrastructure, Security, and Power Platform teams to deliver reliable IT services.

You will own asset lifecycle tasks, drive continuous improvement, and mentor staff while maintaining strong documentation and knowledge resources.

Qualificações

• Associate degree in Information Technology, Computer Science, or related field, or equivalent combination of education and experience.
• Industry certifications such as CompTIA A+, Network+, Microsoft, or other relevant technical certifications preferred.
• Five+ years hands-on experience supporting Microsoft 365, Intune, Entra ID, Windows endpoints, and related technologies.
• Three+ years in technical lead, senior analyst, escalation, or advanced support role.
• Five+ years hands-on experience supporting Microsoft 365, Intune, and Entra ID/Azure environments.

Responsabilidades

• Lead daily Tier 2 service desk operations, including workload coordination, escalations, service quality, and SLA performance.
• Coordinate daily Tier 2 service desk activities and escalations for hardware, printers, and software.
• Provide escalated and advanced hardware/software support to local and remote users.
• Perform Level 2/3 troubleshooting for complex issues including Microsoft 365 and identity services.
• Mentor and train support analysts; develop knowledge resources and SOPs.
• Drive service improvement through trend analysis and root-cause investigations.

Conhecimentos

Leadership

Troubleshooting

Communication

Mentoring

Incident coordination

Formação académica

Associate degree in IT or related field

Relevant certifications (CompTIA A+, Network+)

Microsoft certifications

Ferramentas

Microsoft 365

Intune

Entra ID/Azure

Windows endpoints

Remote support tools

Descrição da oferta de emprego

PRINCIPLE CHOICE SOLUTIONS seeks an IT Technical Lead to guide Tier 2 IT Support Analysts, oversee daily service desk operations, and provide hands-on Level 2/3 troubleshooting for complex hardware, software, and identity issues. The role partners with Infrastructure, Security, and Power Platform teams to deliver reliable IT services.

You will own asset lifecycle tasks, drive continuous improvement, and mentor staff while maintaining strong documentation and knowledge resources.