Senior IT Support Lead | L2/L3 Specialist & Team Builder

Westbourne IT Global Services; Alameda (CA); On-site; USD 90,000 - 140,000; Full time

Job summary

Westbourne IT Global Services in Alameda, CA is seeking an experienced IT Team Lead (Senior L2/L3 Engineer) to provide hands-on technical support and lead IT operations. The role will evolve into overall IT Support Team Lead, overseeing Service Desk, technical support teams, service delivery, and operational performance.

Ideal candidates have 5–8+ years in IT infrastructure with strong Windows, M365, AD, Azure Entra ID, networking, and ITSM experience, plus leadership and mentoring abilities.

Qualifications

• 5–8+ years of IT infrastructure and enterprise support experience.
• Senior IT Support Engineer, Technical Lead, or IT Team Lead background.
• Strong troubleshooting across Windows, M365, AD, Azure/Entra ID, networking.
• Experience managing incidents, escalations, and service delivery.
• Familiarity with ITSM tools such as ServiceNow or Jira Service Management.
• Good communication, stakeholder management and organisational skills.

Responsibilities

• Provide advanced L2/L3 technical support for complex hardware, software, network, and infrastructure issues.
• Troubleshoot and resolve escalated incidents from L1/L2 support teams.
• Support and administer Microsoft 365, Active Directory, Azure/Entra ID, Windows environments, and enterprise IT applications.
• Manage IT infrastructure performance, system availability, and technical escalations.
• Ensure timely resolution of incidents and service requests in line with SLAs.
• Identify recurring technical issues and implement permanent solutions.
• Act as the senior technical escalation point for the IT support team.
• Gradually assume overall leadership of IT support operations, including the Service Desk.

Skills

Leadership

Mentoring

Communication

Problem solving

Stakeholder management

ITIL knowledge

Education

IT-related degree or certs

Tools

ServiceNow

Jira Service Management

Microsoft 365

Active Directory

Azure/Entra ID

Windows

Job description

Westbourne IT Global Services in Alameda, CA is seeking an experienced IT Team Lead (Senior L2/L3 Engineer) to provide hands-on technical support and lead IT operations. The role will evolve into overall IT Support Team Lead, overseeing Service Desk, technical support teams, service delivery, and operational performance.

Ideal candidates have 5–8+ years in IT infrastructure with strong Windows, M365, AD, Azure Entra ID, networking, and ITSM experience, plus leadership and mentoring abilities.