IT Technical Lead

Principle Choice Solutions LLC•Omaha, NE

6d•Hybrid

About The Position

The IT Technical Lead provides operational and technical leadership for Tier 2 IT Support Analysts and helps ensure reliable, secure, customer-focused technology service delivery. The role leads daily Tier 2 service desk operations, supports SLA compliance and ticket quality, and performs hands-on Level 2 and Level 3 troubleshooting for complex hardware, software, identity, endpoint, collaboration, and access issues. It owns key end-user lifecycle activities, including account builds, device deployment, onboarding, offboarding, and asset management, and partners with Infrastructure, Security, Power Platform, and other IT teams to resolve escalated issues and implement solutions that address business needs. The role also provides subject matter expertise, technical mentoring, troubleshooting guidance, documentation support, and continuous service improvement. This hybrid position is based in Omaha, Nebraska, and reports to the IT Support Manager. Core support coverage is Monday through Friday between 6:30 AM and 6:00 PM Central Time, with the assigned schedule supporting business coverage needs within that window. The role participates in an on-call rotation for Saturday and Sunday coverage from 8:00 AM to 5:00 PM Central Time. Periodic after-hours work, schedule adjustments, travel, or on-site support may be required based on operational needs, incidents, deployments, or projects. The role operates current computer systems, cloud architecture, telephone systems, and office equipment such as copiers. Work takes place in an office environment not substantially exposed to adverse environmental conditions. Routine phone and headset use, sitting, and data entry are required. Periodic work at an office site or other supported location may be required, and the hybrid schedule and on-site expectations may change based on business needs. The position requires lifting and carrying up to 50 pounds, clear telephone communication, travel, and reliable transportation for work-related travel. Security and privacy training will be provided to protect the confidentiality, integrity, and availability of associate and customer data.

Requirements

Associate degree in Information Technology, Computer Science, or a related field, or an equivalent combination of education and experience.
Five or more years of hands-on experience supporting Microsoft 365, Intune, Entra ID, Windows endpoints, and associated enterprise technologies.
Three or more years of experience in a technical lead, senior analyst, escalation, or advanced support role.
Experience managing escalations, service desk workload, SLA performance, ticket quality, and customer communications.
Strong knowledge of Microsoft 365 technologies, including Entra ID, Exchange Online, Intune, Windows 10/11, endpoint management, identity administration, and collaboration services.
Working knowledge of enterprise endpoint provisioning, configuration management, device compliance, and user access management.
Understanding of IT security, privacy, data handling, and compliance requirements in a regulated business environment.
Ability to troubleshoot and resolve complex technical issues, perform root-cause analysis, evaluate risk, and coordinate appropriate resolutions.
Strong analytical, problem-solving, organization, and prioritization skills, including the ability to manage multiple tasks and competing priorities.
Excellent written and verbal communication skills, including the ability to explain technical concepts to technical and non-technical audiences.
Ability to build productive working relationships, mentor support personnel, and collaborate across technical and business teams.
Strong attention to detail and commitment to accurate documentation, process adherence, and customer service excellence.
U.S. citizenship required; work sponsorship is unavailable.
Ability to lift and carry up to 50 pounds, communicate clearly by telephone, and travel with reliable transportation for work-related travel.

Nice To Haves

Industry certifications such as CompTIA A+, Network+, Microsoft, or other relevant technical certifications.

Responsibilities

Lead daily Tier 2 service desk operations, including workload coordination, escalations, service quality, and SLA performance.
Coordinate Tier 2 service desk activities and escalations to provide timely, high-quality support for computers, printers, audio/visual equipment, phones, peripherals, and other supported hardware and software.
Recommend and deploy technical solutions that address business problems and improve end-user productivity and service reliability.
Provide escalated and advanced hardware and software support to local and remote users through phone, email, chat, remote-support tools, and in-person assistance.
Provide Level 2 and Level 3 troubleshooting for complex hardware, software, endpoint, identity, and Microsoft 365 issues.
Perform end-user administration according to approved IT processes, procedures, security controls, and documentation requirements.
Install, configure, deploy, maintain, and troubleshoot workstations, printers, peripherals, and other approved end-user technology.
Drive SLA compliance, ticket ownership, queue health, accurate assignments, documentation quality, escalation practices, and timely resolution.
Coordinate account builds, device deployment, onboarding, offboarding, access changes, equipment recovery, inventory records, and asset lifecycle management.
Liaise with Infrastructure, Security, Power Platform, and other technology teams on escalated, cross-functional, or complex issues.
Drive service improvement through trend analysis, root-cause investigations, and corrective actions.
Mentor, coach, and develop support analysts through training, knowledge sharing, and technical guidance.
Maintain and improve service desk documentation, standard operating procedures, and knowledge resources.
Develop and provide support-team training on complex technical matters, new processes, recurring issues, and knowledge gaps.
Build stakeholder relationships and communicate technical information clearly to technical and non-technical audiences.
Support security, privacy, compliance, and acceptable-use requirements, and escalate suspected incidents or control concerns according to established procedures.
Provide on-call support and incident coordination as scheduled or otherwise required.
Perform other duties as assigned.