Lead IT Support Level III

OSTechnical; Orange (CA); Hybrid; USD 80,000 - 100,000; Full time

Job summary

A leading technology support firm is looking for a highly experienced IT Support Level III professional in Orange, CA. This position serves as a key escalation point, overseeing Helpdesk and Desktop Support teams while ensuring seamless end-user experiences. Candidates should have over 5 years of relevant experience, with expertise in Windows OS and Microsoft 365 applications. This role offers a clear path to IT leadership and advancement in a collaborative environment.

Qualifications

• 5+ years of hands-on experience in Level II/III IT Support roles.
• Expert-level troubleshooting of Windows OS in corporate environments.
• Strong experience supporting Microsoft 365 applications.

Responsibilities

• Serve as the primary escalation point for Level II and Level III support.
• Manage and prioritize ticket queues for timely resolutions.
• Trousle and resolve complex end-user issues.

Skills

Windows OS troubleshooting

Microsoft 365 support

Active Directory management

ITSM/ticketing systems experience

Ticket queue management

Documentation skills

Communication with executives

Leadership and mentoring

Tools

ServiceNow

Jira

Job description

Location: Orange, CA

Job Type: Contract-to-Hire

Work Schedule: Hybrid (after initial onboarding/trust period)

Compensation: Competitive, based on experience

Overview

We are actively seeking a highly experienced IT Support Level III professional to join a dynamic End User Support team. This role is a critical position acting as the right hand to the IT Director, supporting national IT operations and ensuring seamless end-user experiences.

You will serve as the key escalation point and operational lead, bridging leadership with Helpdesk and Desktop Support teams. This position offers clear advancement into IT leadership/management.

Must-Have Skills & Experience (Required)

• 5+ years of hands‑on experience in Level II/III IT Support roles within enterprise environments
• Expert‑level troubleshooting of Windows OS (Windows 10/11) in corporate environments
• Strong, hands‑on experience supporting Microsoft 365 (Office 365) including:
• Outlook (profile issues, connectivity, performance, mailbox troubleshooting)
• Teams (audio/video, login, integration issues)
• OneDrive & SharePoint (sync issues, permissions, access)
• Proven ability to resolve complex end‑user issues across hardware, software, and network layers
• Experience serving as the primary escalation point for advanced technical issues
• Strong expertise in ticket queue management, prioritization, and SLA enforcement
• Hands‑on experience with Active Directory (user accounts, group policies, permissions)
• Experience with ITSM/ticketing systems (ServiceNow, Jira, or similar)
• Ability to lead, mentor, or oversee Helpdesk/Desktop Support staff
• Strong documentation and process improvement mindset
• Excellent communication skills with the ability to interface with executives and technical teams

Key Responsibilities

• Serve as the primary escalation point for Level II and Level III end‑user support issues
• Provide day‑to‑day oversight of Helpdesk and Desktop Support teams
• Manage and prioritize ticket queues to ensure timely resolution and SLA compliance
• Troubleshoot and resolve complex Windows and Microsoft 365 end‑user issues
• Act as a bridge between IT leadership and support teams, ensuring alignment and communication
• Keep the IT Director informed on team performance, risks, and operational updates
• Lead by example with hands‑on technical support and user issue resolution
• Identify and implement process improvements and efficiencies within support operations

What Sets You Apart

• Proven ability to own and drive issue resolution in high‑pressure environments
• Leadership mindset with readiness to step into a management role
• Strong ability to mentor and elevate team performance
• Experience supporting multi‑site or national organizations
• High level of accountability, organization, and follow‑through

Why Join This Opportunity?

• Clear path to IT leadership/management advancement
• High‑visibility role working directly with IT leadership
• Opportunity to influence and improve national End User Support operations
• Collaborative, fast‑paced, and growth‑oriented environment