IT Technical Support Team Lead

HarmonyCares; Troy (MI); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health, dental, vision insurance

401K with company match

Tuition and certification reimburse

Paid time off and holidays

Training and onboarding

Job summary

HarmonyCares is seeking a Technical Support Supervisor in Troy, MI to lead our IT helpdesk, ensuring high-quality service and timely issue resolution. You will manage daily operations, SLAs, and cross-functional collaboration with IT teams.

The ideal candidate has 5+ years in support, 2+ years in a lead role, ITIL certs, and strong AD/Azure/Exchange/PowerShell skills. Comprehensive benefits and a mission-driven environment accompany the role.

Qualifications

• Bachelors degree or equivalent experience in IT or CS.
• 5+ years in level 1/2 technical support.
• 2+ years in senior or lead role in technical support.
• ITIL certification or equivalent experience preferred.
• Proficiency with AD, Intune, Azure, Exchange, MFA/SSO, PowerShell, and device management.

Responsibilities

• Lead the Technical Support team, providing guidance and training to maintain high performance.
• Oversee deployment and management of user accounts and directory services (AD, Azure, Entra, Exchange).
• Coordinate with hardware/patching teams for policy-compliant upgrades.
• Provide hands-on technical support for hardware/software issues as needed.
• Generate and maintain ticket/call reports; ensure SLAs are met.
• Serve as escalation point for VIP incidents and major outages.
• Collaborate with IT teams to deploy new initiatives and support models.
• Maintain internal and customer-facing documentation and knowledge base.

Skills

Bachelor's degree

5+ years support

Lead experience

ITIL cert

Active Directory

Intune

Azure

Exchange

Office 365 support

MFA & SSO

PowerShell

Device management

Team leadership

Communication

Analytical skills

Organizational skills

Education

Bachelor’s degree in information technology or computer science

Job description

HarmonyCares is seeking a Technical Support Supervisor in Troy, MI to lead our IT helpdesk, ensuring high-quality service and timely issue resolution. You will manage daily operations, SLAs, and cross-functional collaboration with IT teams.

The ideal candidate has 5+ years in support, 2+ years in a lead role, ITIL certs, and strong AD/Azure/Exchange/PowerShell skills. Comprehensive benefits and a mission-driven environment accompany the role.