IT Support Lead

Emery Sapp & Sons • Kansas City, MO

1d

About The Position

The IT Support Lead provides daily leadership, coordination, and quality oversight for IT Support Specialists across ESS locations. This role ensures consistent service delivery, prioritizes and assigns work across support channels, and upholds ESS’s standards for ticket quality, documentation, customer service, and asset management. The Lead supports IT strategic initiatives while serving as the primary escalation point for complex issues. This position plays a key role in mentoring team members, improving support workflows, and enabling a proactive, high performing IT Support function.

Requirements

• 3–5 years of IT support experience, with demonstrated technical proficiency and customer service excellence.
• Strong understanding of Windows, macOS, Microsoft 365, hardware troubleshooting, and networking fundamentals.
• Experience mentoring or guiding support personnel.
• Ability to prioritize work, delegate effectively, and manage simultaneous support demands.
• Strong analytical skills with experience in problem-solving and root cause analysis.
• Familiarity with ITIL-aligned processes (certification a plus).
• Associate or bachelor’s degree in information technology or related field.

Nice To Haves

• Certifications such as CompTIA Net+, Sec+, A+, or Microsoft certifications are a plus.

Responsibilities

• Serve as the first point of escalation for IT Support Specialists and assist with resolving complex technical issues.
• Prioritize and assign incoming incidents, service requests, and field support tasks to ensure timely resolution.
• Provide coaching, feedback, and day-to-day guidance to Specialists, reinforcing support standards and expectations.
• Support onboarding, training, and development of new IT team members.
• Own Problem Management processes (recurring issues, root cause analysis, solutions).
• Support SLAs, customer satisfaction goals, and continuous service improvement.
• Maintain and improve support documentation, including SOPs, knowledge base articles, and runbooks.
• Support periodic inventory audits, hardware lifecycle planning, and asset reconciliation.
• Assist with complex field support needs and coordinate Specialists’ dispatch to job sites as necessary.
• Collaborate with the IT Support Manager and other IT teams to support rollouts, upgrades, and strategic projects.
• Represent IT Support in cross-functional discussions when required.
• Partner with the IT Support Manager on reporting KPIs, OKRs, and team performance metrics.
• Other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree