Senior Tech Support Lead - Tier III & Incident Management
Fulton Schools
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Job summary
Fulton County Schools in Atlanta, GA seeks a Senior Technical Lead/Technical Support Specialist III to drive districtwide technology support excellence, bridging hands-on technical mastery with strategic service management. This role ensures system reliability and seamless alignment of technology with district goals.
You will mentor staff, manage Tier III escalations, ensure SLA adherence, and lead communications during outages while delivering reliable, scalable technology solutions aligned
Qualifications
- Bachelor’s degree or equivalent experience.
- CompTIA A+ certification required.
- Minimum of 5 years in a technology related role with a minimum of 2 years in customer support.
Responsibilities
- Provide Tier III support for hardware, software, network, and enterprise systems.
- Oversees Technology Support operations, SLAs, and quality standards.
- Manage incident lifecycle: escalation, categorization, closure.
- Develop and enforce incident management standards.
- Lead outage coordination and stakeholder communication.
- Train staff to improve customer service and troubleshooting skills.
- Create knowledgebase docs to improve first contact resolution.
- Monitor metrics, dashboards, and incident trends.
- Collaborate with network, systems, and applications teams.
- Participate in on-call rotation.
Skills
Education
Tools
Job description
Fulton County Schools in Atlanta, GA seeks a Senior Technical Lead/Technical Support Specialist III to drive districtwide technology support excellence, bridging hands-on technical mastery with strategic service management. This role ensures system reliability and seamless alignment of technology with district goals.
You will mentor staff, manage Tier III escalations, ensure SLA adherence, and lead communications during outages while delivering reliable, scalable technology solutions aligned
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