IT Support Team Lead

Maricopa County • Phoenix, AZ

1d • $27 - $42 • Hybrid

About The Position

The IT Team Lead serves as the operational leader for the assigned IT support team, providing direction, mentorship, technical guidance, and day-to-day oversight to team members while supporting IT management in achieving organizational objectives. This role is responsible for coordinating daily operations, monitoring team performance, ensuring service excellence, and maintaining compliance with established policies, procedures, and service level commitments.

Requirements

• Five years of related work experience providing Tier 1 IT customer support for a wide variety of Tier 1 support activities, including password and account resets, remote and VPN access troubleshooting techniques
• High School diploma or GED
• A combination of post-secondary education and/or job-related experience may substitute for the minimum qualifications on a year-for-year basis.

Nice To Haves

• Associate’s degree in Information Technology, Computer Information Systems, Business Administration, or related field
• Five years of experience with reporting and analytics on the ServiceNow platform
• Team Lead experience within a help desk environment
• Endpoint solution experience
• Certification as a Microsoft Professional, CCNA, A+, and/or Server+
• Certification in ITIL Foundations and/or Lean IT

Responsibilities

• Coordinating the CSC's daily operations, monitoring team performance, ensuring service excellence, and maintaining compliance with established policies, procedures, and service level commitments
• Monitors and takes action to improve agent first-level resolution, ticket management, average handling time, ticket routing accuracy, and service quality measures
• Provide backup support to agents across phone, self‑service, chat, and email channels as needed. The Team Lead will assist with the queue and handle tickets as needed to ensure operations run at the highest level
• Maintains high communication with customers on support requests, escalations, and resolution status
• Conducts quality assurance audits of service desk interactions, ticket management, soft skills, and adherence to established procedures.
• Delivers agent performance feedback through regular one-on-one coaching sessions
• Maintains and enhances knowledge management resources to improve service consistency and reduce knowledge gaps
• Provide after‑hours on‑call support for agents and ensure timely completion of the morning health checks. Coverage and support require flexibility and, in some cases, overtime
• Monitors service desk dashboards and analyzes key performance indicators (KPIs) on a daily, weekly, and monthly basis
• Reviews and distributes enterprise-wide communications related to planned maintenance activities and major incidents

Benefits

• Tuition reimbursement
• Exceptional work-life balance, with hybrid and alternative work schedule options
• Opportunities for growth and development within Maricopa County
• Low-cost, high-value healthcare for you and your qualifying dependents
• Child care benefits, including access to our on-site center, Maricopa County Kids Club, dedicated to serving Maricopa County families
• Paid vacation, sick time, and parental leave
• Extensive wellness program, including an incentive
• Enrollment in the Arizona State Retirement System, a defined retirement benefit requiring a 12% monthly contribution rate that includes a 100% employer match on Day 1

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED