Team Lead - End User Computing

DriveTime; Tempe (AZ); Hybrid; USD 85,000 - 115,000; Full time

Benefits offered by this job

Hybrid work model

Great health plan

401(K) with company match

Tuition reimbursement

Wellness program

Paid time off

Job summary

DriveTime Family of Brands seeks a hands-on Team Lead, End User Computing to lead daily IT support operations at our Tempe and Mesa locations. You will be a technical resource and a people leader, driving reliable, professional support while improving processes, deployments, and end-user experience.

The role balances troubleshooting, team development, and customer service in a fast-paced environment, with a hybrid on-site expectation.

Qualifications

• 3+ years of experience in IT support or related technical support role.
• Experience as a Team Lead, Senior Technician, mentor, or informal technical leader preferred.
• Strong troubleshooting across Windows, macOS, Microsoft 365, hardware, printers, peripherals, VPN, user access, and business apps.

Responsibilities

• Lead daily End User Computing support activities, including ticket triage, workload prioritization, escalation management, and onsite coverage.
• Coach and mentor IT Support team members on troubleshooting, communication, ticket documentation, and professional development.
• Serve as a technical escalation point for hardware, software, Microsoft 365, endpoint devices, network, AV systems, and access.

Job description

What’s Under the Hood

DriveTime Family of Brands is the largest privately owned used car sales finance & servicing company in the nation. Headquartered in Tempe, Arizona and Dallas, Texas, we create opportunities and improve the lives of our customers and our employees by placing a focus on putting the right customer, in the right vehicle, on the right terms and on their path to ownership.

The DriveTime Family of Brands spans across DriveTime, Bridgecrest and SilverRock. You can find us at the intersection of technology and innovation as we use our proprietary tools and over two decades of industry knowledge to redefine the process of purchasing, financing, and protecting your vehicle.

That’s Nice, But What’s the Job?

This is not a position for which sponsorship will be provided. Individuals with temporary visas or who need sponsorship now or in the future are not eligible for hire at this time.

In short, you will lead daily End User Computing support operations for DriveTime’s corporate locations in Tempe and Mesa, serving as both a hands-on technical resource and a leader for the IT Support team. You will help ensure employees receive reliable, professional, and timely IT support while driving continuous improvement across support processes, vendor coordination, technology deployments, and end-user experiences. This role is ideal for someone who enjoys balancing technical troubleshooting, team development, operational excellence, and customer service while leading by example.

In long, as the Team Lead, End User Computing, you will be responsible for:

• Leading daily End User Computing support activities, including ticket triage, workload prioritization, escalation management, and onsite support coverage.
• Coaching and mentoring IT Support team members on troubleshooting techniques, customer communication, ticket documentation, and professional development.
• Serving as a technical escalation point for complex issues involving hardware, software, Microsoft 365, endpoint devices, network connectivity, conference room technology, AV systems, and user access.
• Supporting new hire onboarding, employee transfers, device refresh initiatives, and deployment readiness through equipment setup, imaging, inventory management, and coordination efforts.
• Acting as the primary IT point of contact for assigned corporate locations, ensuring technology needs are addressed efficiently and effectively.
• Coordinating with vendors, Facilities, Procurement, Security, Infrastructure, IAM, and other IT teams to support business operations and technology initiatives.
• Managing vendor relationships for onsite technology services, ensuring deliverables meet quality standards and are completed with minimal business disruption.
• Overseeing vendor-supported activities such as conference room technology upgrades, hardware deployments, network cabling, access control systems, and location-based technology projects.
• Creating and maintaining standard operating procedures, knowledge articles, checklists, and support documentation to improve service consistency and team efficiency.
• Participating in IT projects involving endpoint management, hardware lifecycle planning, AV technology, access control systems, and corporate support operations.
• Identifying recurring issues and implementing process improvements, documentation updates, or training opportunities to increase operational effectiveness.
• Ensuring tickets are documented, prioritized, resolved, or escalated appropriately while maintaining strong communication and accountability throughout the support lifecycle.

So, What Kind of Folks Are We Looking For?

• A hands-on leader who enjoys solving technical challenges while helping others grow and succeed.
• A strong communicator who can build trust with employees, vendors, and business partners at all levels.
• Someone who takes ownership, follows through on commitments, and ensures issues are resolved effectively.
• A customer-focused professional who delivers a positive support experience while managing competing priorities.
• A collaborative team player who can partner across departments to achieve shared goals.
• An organized and detail-oriented individual capable of balancing tactical support needs with larger operational initiatives.
• A proactive problem solver who continuously looks for opportunities to improve processes, documentation, and service delivery.
• Someone comfortable working in a fast-paced environment where adaptability and responsiveness are critical.

The Specifics

• 3+ years of experience in IT support, desktop support, help desk, endpoint support, or a related technical support role.
• Previous experience serving as a Team Lead, Senior Technician, mentor, or informal technical leader preferred.
• High school diploma or GED required; additional technical education, certifications, or coursework preferred.
• Strong troubleshooting experience supporting Windows, macOS, Microsoft 365, hardware, printers, peripherals, VPN connectivity, user access, and business applications.
• Experience managing ticket queues, prioritizing work, and maintaining service-level expectations.
• Ability to work onsite and support the technology needs of multiple corporate locations.
• Ability to lift, move, and deploy IT equipment as needed.
• Strong organizational, customer service, communication, and problem-solving skills.

Nice to Have

• Experience with Microsoft Intune, Autopilot, endpoint imaging, device lifecycle management, inventory tracking, and remote support tools.
• Familiarity with Active Directory, Entra ID, Exchange Online, MFA, VPN technologies, and identity/access management troubleshooting.
• Experience supporting conference room technology, AV systems, cameras, access control systems, and structured cabling initiatives.
• Experience coordinating technology vendors, managing onsite technology projects, and partnering with Facilities or Procurement teams.
• A+, Apple, Microsoft, or other industry-recognized technical certifications.

So What About the Perks? Perks matter

• We take a hybrid work approach, finding balance between the benefits of in-person and work-from-home environments. This position has an on-site expectation of a minimum of three days a week.
• Medical, dental, and vision, oh my! DriveTime Family of Brands covers a sizable amount of insurance premiums to ensure our employees receive top-tier healthcare coverage.
• But Wait, There’s More. 401(K), Company paid life insurance policy, short and long-term disability coverage to name a few.
• Growth Opportunities. You grow, I grow, we all grow! But seriously, DriveTime Family of Brands is committed to providing its employees with every opportunity to grow professionally with roughly over 1,000 employees promoted year over year.
• Tuition Reimbursement. We’re as passionate about your professional development as you are. With that, we’ll put our money where our mouth is.
• Wellness Program. Health is wealth! This program includes self-guided coaching and journeys, cash incentives and discounts on your medical premiums through engaging in fun activities!
• Gratitude is Green. We offer competitive pay across the organization, because, well… money matters!

• In-House Gym. We want our employees to be the best versions of themselves. So come early, take a break in your day or finish strong with a workout!
• Give Us a Reason (or not), and We’ll Celebrate. Regardless of whether there is a holiday or not, we are finding ways to kick back and enjoy each other’s company outside of day-to-day work.
• Smart-Casual Dress. Come dressed in jeans (you’ll fit right in with the rest of us).

• Paid Time Off.Not just lip service: we work hard, to play hard! Paid time off includes (for all full-time roles) wellness days, holidays, and good ole' fashioned YOU time! For our Part-timers, don't fear you get some time too...vacation time is available - the more you work, the more you earn!

Anything Else? Absolutely.

DriveTime Family of Brands is Great Place to Work Certified! And get this: 90% of our rockstar employees say they feel right at home here. We could spend a lot of time having you read about ALL our awards, but we’ll save time (and practice some humility) just naming a few others; Comparably Awards: Best Company for Diversity, Best Company Culture and Best Company Leadership, oh and don’t forget Phoenix Business Journal Healthiest Employers (okay, we’ll stop there)!

Hiring is contingent upon successful completion of our background and drug screening process. DriveTime is a drug-free, tobacco-free workplace and an Equal Opportunity Employer.

And when it comes to hiring, we don't just look for the right person for the job, we seek out the right person for DriveTime. Buckle up for plenty of opportunities to grow in a professional, fun, and high-energy environment!