Lead IT Technician

VIVA USA Inc; Carlsbad (NM); On-site; USD 60,000 - 90,000; Full time

Job summary

VIVA USA Inc. in Carlsbad, NM seeks a Lead Technician to supervise a team of 8–10 IT technicians supporting all district schools. You will be the primary liaison between the district Technology Department and the on-site crew, ensuring timely issue resolution and thorough documentation.

You will coordinate daily assignments, handle escalations, generate regular reports on tickets and performance, and oversee network, hardware, software, and classroom technology support.

Qualifications

• Minimum 5 years of IT support experience.
• At least 2 years leading or supervising a technician or help desk team.
• Strong troubleshooting across Windows, macOS, and Chromebooks.

Responsibilities

• Supervise the on-site technician team and assign daily work across campuses.
• Act as the main point of contact for the district’s Technology Department leaders.
• Handle escalations and ensure urgent issues are resolved quickly.

Skills

5+ years IT support

2+ years leadership

Troubleshooting Windows/macOS/Chromeb

Networking knowledge

Ticketing systems

Clear communication with district

Valid driver’s license

Tools

ServiceNow

Incident IQ

Jira

Job description

Supervises the on-ground technician team; serves as primary point of contact for the clientleadership; coordinates daily assignments, escalations, and reporting

Job summary

The Lead Technician manages a team of 8–10 IT technicians supporting all schools in the district. This person is the main contact between the district’s Technology Department and the technician team. They make sure issues are handled quickly and documented properly, and that every campus has coverage.

Key responsibilities

• Supervise the on-site technician team and assign daily work across campuses
• Act as the main point of contact for the district’s Technology Department leaders
• Handle escalations and make sure urgent issues are resolved fast
• Prepare regular reports on tickets, response times, and team performance
• Diagnose and resolve hardware, software, and network issues, especially complex ones
• Support classroom technology, student and staff devices, and instructional software
• Assist with network infrastructure maintenance under district direction
• Make sure all work is documented in the district’s ticketing system
• Plan coverage for absences, school breaks, summer, and after-hours emergencies
• Train and onboard new or replacement technicians

Required qualifications

• 5+ years of IT support experience
• 2+ years leading or supervising a technician or help desk team
• Strong troubleshooting across Windows, macOS, and Chromebooks
• Working knowledge of networking (Wi‑Fi, switches, VLANs, DHCP/DNS)
• Experience using a ticketing system (ServiceNow, Incident IQ, Jira, or similar)
• Clear communication with school leaders, teachers, and staff
• Valid driver’s license and reliable transportation

Preferred qualifications

• K-12, higher education, or public‑sector IT experience
• Active Directory, Google Admin Console, or Microsoft 365 administration
• CompTIA A+ and Network+; CCNA or ITIL Foundation a plus

Notes

100% Onsite

VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status