Lead Tech Support Specialist

Fathom Mfg•Hartland, WI

About The Position

The Lead Technical Support Specialist is responsible for providing advanced technical support, leading day-to-day operations, and serving as an escalation point for complex technology issues across the organization. The role combines hands-on technical expertise with team leadership, process improvement, vendor coordination, and a strong focus on service quality, system reliability, and end-user satisfaction. The Lead Technical Support Specialist works closely with IT leadership, business stakeholders, managed service providers, and internal technical teams to ensure stable, secure, and efficient technology operations.

Requirements

7+ years of IT support experience, with at least 5 years supporting systems in a manufacturing or industrial setting.
2+ years of experience in a senior, lead, or informal team leadership role.
Experience supporting users in a multi-site environment.
Strong knowledge in Windows OS, Active Directory, Microsoft 365, and networking fundamentals (TCP/IP, VLANs, DNS, DHCP).
Experience supporting plant floor hardware such as thin clients, RF scanners, industrial PCs, and label printers.
Excellent communication and stakeholder management skills.
Strong organization, prioritization, and problem-solving skills.
Ability to work cross-functionally with technical and non-technical teams.
Able to work independently, prioritize effectively, and maintain composure in high-pressure production environments.
Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).

Nice To Haves

Experience in manufacturing, distribution, or other operations environments is a plus.
Experience with manufacturing protocols and standards (e.g., IT/OT integration, PLCs, SCADA systems).
Familiarity with ERP systems (e.g., SAP, Oracle, Microsoft Dynamics) and Manufacturing Execution Systems (MES).
Knowledge of ITIL practices and experience with ITSM tools like ServiceNow or Jira.
Certifications such as CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator Associate, or similar.
Familiarity with cybersecurity principles in industrial environments (NIST, Zero Trust).

Responsibilities

Serve as the senior escalation point for complex hardware, software, network, system, and user support issues.
Lead troubleshooting and resolution of high-priority incidents and chronic technical problems.
Support day-to-day IT operations across endpoints, collaboration tools, printers, mobile devices, and plant or office technology environments.
Monitor service desk trends and recurring issues to identify root causes and long-term solutions.
Coordinate incident response, service restoration, and communication during outage or critical issues.
Develop and maintain standard operating procedures, knowledge base articles, and technical work instructions.
Identify opportunities to improve support processes, reduce recurring incidents, and increase service desk efficiency.
Recommend and help implement tools, automation, and self-service capabilities where appropriate.
Track support metrics and provide insight into issue trends, service quality, and improvement opportunities.
Support Microsoft 365, endpoint management, identity and access processes, collaboration platforms, and core business systems.
Partner with MSP, cybersecurity, and application teams to resolve cross-functional technical issues.
Assist with software deployments, hardware rollouts, patch coordination, and system upgrades.
Support user provisioning, access management, and device lifecycle activities in alignment with security standards.
Coordinate with managed service providers, hardware vendors, telecom providers, and hardware support teams.
Oversee Fathom technician activity and support delivery across multiple locations, including manufacturing or field sites if applicable.
Ensure third-party support partners meet expectations for responsiveness, quality, and issue resolution.
Support site technology needs including workstations, shop floor devices, scanners, label printers, conference room systems, and network connected equipment.
Follow and support company cybersecurity standards, endpoint protection practices, and access control procedures.
Assist with enforcement of IT policies related to device usage, MFA, software standards, and secure support practices.
Escalate security concerns, suspicious activity, and policy violations appropriately.
Support audit readiness, asset tracking and documentation needs.
Provide guidance, coaching, and technical direction to support specialists.
Help prioritize workload and assign tasks across the support team.
Promote consistent support practices, documentation, and customer service standards.
Assist in onboarding and training new tech support staff.
Lead by example through strong technical execution, professionalism, and responsiveness.