Senior IT Support Lead — Hands-On & Escalation

Interactive Resources; Florida; On-site; USD 65,000 - 95,000; Full time

Job summary

Interactive Resources in Florida is seeking an IT Support Team Lead to provide hands-on technical support, troubleshoot complex issues, and oversee daily IT operations. The role acts as an escalation point for technicians and ensures tickets are resolved efficiently in a fast-paced environment.

The ideal candidate will own issues, communicate clearly with users, and work independently. Responsibilities include managing deployments, device management, onboarding/offboarding, and collaborating on

Qualifications

• 5+ years of IT Support, Desktop Support, or Help Desk experience.
• Strong experience with Windows 10/11, Microsoft 365, and Active Directory.
• Knowledge of networking fundamentals, VPNs, and remote support tools.
• Experience working with ticketing systems and managing multiple support requests.
• Strong troubleshooting and problem-solving abilities.
• Excellent communication and customer service skills.
• Ability to work independently, prioritize tasks, and take ownership of technical issues.

Responsibilities

• Provide Tier II and III support for desktops, laptops, mobile devices, and business applications.
• Troubleshoot Windows 10/11, Microsoft 365, Active Directory, VPN, networking, and connectivity issues.
• Serve as an escalation point for more complex technical problems.
• Monitor and prioritize support tickets to ensure timely resolution.
• Support Microsoft Intune, device management, imaging, and workstation deployments.
• Handle user account setups, permissions, onboarding, and offboarding.
• Troubleshoot printers, mobile devices, conference room equipment, and other office technology.
• Assist other technicians with troubleshooting and technical guidance.
• Identify recurring issues and recommend solutions to improve IT support.
• Maintain documentation and assist with IT upgrades and projects.

Skills

Troubleshooting

Customer service

Ticketing systems

Independent work

Education

Associate's degree in IT

Bachelor's degree in IT or related field

Tools

Windows 10/11

Microsoft 365

Active Directory

Microsoft Intune

Entra ID

VPNs

Remote support tools

Job description

Interactive Resources in Florida is seeking an IT Support Team Lead to provide hands-on technical support, troubleshoot complex issues, and oversee daily IT operations. The role acts as an escalation point for technicians and ensures tickets are resolved efficiently in a fast-paced environment.

The ideal candidate will own issues, communicate clearly with users, and work independently. Responsibilities include managing deployments, device management, onboarding/offboarding, and collaborating on