Lead IT Support Specialist

TaxRise•Irvine, CA

11d•$75,000 - $85,000•Onsite

About The Position

The Lead IT Support Specialist is responsible for overseeing and guiding the IT support function while remaining hands-on with technical issues and projects. In this role, you will lead the IT support team, delegate incoming tickets, and ensure priorities are handled efficiently, personally taking on the most complex or high-priority issues. You will act as the go-to resource for escalations, while also driving improvements in processes, documentation, and team effectiveness. You’ll monitor and maintain IT infrastructure, provide mentorship and leadership to the IT support team, and partner with leadership to align IT operations with business needs. We’re all about that in-person vibe—this role is 100% on-site! If you’re excited to work side-by-side with our team (or are ready to make the move), then you’re a perfect fit. If not, we kindly ask you to hold off on applying. Thanks for understanding and happy job hunting!

Requirements

Proven experience in a Help Desk or IT Support role, with prior leadership or mentorship responsibilities.
Strong technical expertise in hardware and software troubleshooting.
Experience with Google Workspace, Microsoft 365, Slack, and SharePoint administration.
Expertise in Windows Operating Systems and proficiency with Google Workspace Admin Console.
Knowledge of TCP/IP, DNS, and related networking concepts.
Strong organizational, analytical, and problem-solving skills.
Excellent communication skills to interact with both technical and non-technical users.
Exceptional customer service mindset with the ability to manage competing priorities.
Ability to thrive in a fast-paced, dynamic environment with flexibility to work irregular hours when required.

Responsibilities

Lead the IT Support team by delegating daily support tickets and managing workload distribution.
Serve as the escalation point for complex or urgent technical issues.
Provide mentorship, training, and guidance to IT Support Specialists.
Ensure service-level expectations are consistently met, driving accountability and efficiency.
Evaluate and recommend new technologies to improve productivity and efficiency
Align IT strategy with business objectives, ensuring technology supports company growth.
Foster a culture of service, accountability, and innovation within the IT team.
Provide direct, hands-on support for desktops, laptops, tablets, printers, software, and cloud-based phone systems.
Troubleshoot and resolve high-priority or complex technical issues.
Develop and maintain end-user documentation, including troubleshooting guides.
Oversee and execute onboarding and offboarding processes, including account, device, and desk setups, access management, and equipment configuration.
Ensure IT policies and security protocols are followed during employee transitions.
Monitor network usage and performance, proactively addressing issues to prevent downtime.
Implement and oversee backup and recovery processes.
Demonstrate strong understanding of TCP/IP, DNS, and related networking tools and concepts.
Oversee stock and server rooms, ensuring accurate tracking of hardware inventory and lifecycle management through company-approved software
Coordinate IT equipment setup for office relocations and expansions.
Partner with leadership to drive IT support strategies, service desk roadmaps, and process improvements.
Identify opportunities to enhance IT efficiency, security, and user experience.
Perform other essential functions as required or assigned.
Ability to guide the company through IT transitions (new systems, migrations).
Willingness to create IT knowledge-sharing sessions for employees.
Experience in scaling IT infrastructure as the company grows.
Comfort in working closely with leadership on strategy, not just technical execution.