IT Support Team Lead

1 week ago


Baltimore, Maryland, United States Blue Star Partners, LLC Full time
  • Job Title: IT Support Team Lead
  • Location: Remote
  • Job Summary: We are seeking an experienced IT Support Team Lead to join our Blue Star Partners, LLC team. As a key member of our IT department, you will be responsible for leading and supporting our local IT team in providing comprehensive IT service desk and deskside support.
  • Key Responsibilities:
    • Lead and support the local IT team in providing IT service desk and deskside support, ensuring efficient and effective technical end-user assistance.
    • Identify opportunities for continuous service and process improvement initiatives related to enhancing the end-user experience.
    • Manage, measure, and report on key performance indicators (KPIs), including user satisfaction and operational service level agreements (SLAs).
    • Coordinate and deliver technical support for long-standing issues impacting the end-user experience, ensuring timely resolution and minimal disruption.
    • Work closely with business teams on escalations, coordinating actions with other IT teams, and providing regular updates to senior leadership.
    • Develop and maintain strong relationships with end-users, stakeholders, and IT teams to facilitate smooth communication and collaboration.
    • Implement best practices for IT support processes, ensuring adherence to industry standards and organizational policies.
    • Provide mentorship and guidance to IT support staff, fostering a culture of continuous learning and professional development.
  • Requirements:
    • Bachelor's degree in Information Technology, Computer Science, or a related field.
    • Minimum of 5 years of experience in IT support, with at least 2 years in a leadership or supervisory role.
    • Extensive experience in providing IT service desk and deskside support, including troubleshooting hardware, software, and network issues.
    • Proven track record of driving service and process improvement initiatives in an IT support environment.
    • Strong understanding of ITIL framework and best practices for IT service management.
    • Excellent communication, interpersonal, and leadership skills, with the ability to work effectively with diverse teams and stakeholders.


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