Team Lead - End User Computing

DriveTime•Mesa, AZ

11d•Hybrid

About The Position

DriveTime Family of Brands is the largest privately owned used car sales finance & servicing company in the nation. Headquartered in Tempe, Arizona and Dallas, Texas, we create opportunities and improve the lives of our customers and our employees by placing a focus on putting the right customer, in the right vehicle, on the right terms and on their path to ownership. The DriveTime Family of Brands spans across DriveTime, Bridgecrest and SilverRock. You can find us at the intersection of technology and innovation as we use our proprietary tools and over two decades of industry knowledge to redefine the process of purchasing, financing, and protecting your vehicle. This is not a position for which sponsorship will be provided. Individuals with temporary visas or who need sponsorship now or in the future are not eligible for hire at this time. In short, you will lead daily End User Computing support operations for DriveTime’s corporate locations in Tempe and Mesa, serving as both a hands-on technical resource and a leader for the IT Support team. You will help ensure employees receive reliable, professional, and timely IT support while driving continuous improvement across support processes, vendor coordination, technology deployments, and end-user experiences. This role is ideal for someone who enjoys balancing technical troubleshooting, team development, operational excellence, and customer service while leading by example. In long, as the Team Lead, End User Computing, you will be responsible for: Leading daily End User Computing support activities, including ticket triage, workload prioritization, escalation management, and onsite support coverage. Coaching and mentoring IT Support team members on troubleshooting techniques, customer communication, ticket documentation, and professional development. Serving as a technical escalation point for complex issues involving hardware, software, Microsoft 365, endpoint devices, network connectivity, conference room technology, AV systems, and user access. Supporting new hire onboarding, employee transfers, device refresh initiatives, and deployment readiness through equipment setup, imaging, inventory management, and coordination efforts. Acting as the primary IT point of contact for assigned corporate locations, ensuring technology needs are addressed efficiently and effectively. Coordinating with vendors, Facilities, Procurement, Security, Infrastructure, IAM, and other IT teams to support business operations and technology initiatives. Managing vendor relationships for onsite technology services, ensuring deliverables meet quality standards and are completed with minimal business disruption. Overseeing vendor-supported activities such as conference room technology upgrades, hardware deployments, network cabling, access control systems, and location-based technology projects. Creating and maintaining standard operating procedures, knowledge articles, checklists, and support documentation to improve service consistency and team efficiency. Participating in IT projects involving endpoint management, hardware lifecycle planning, AV technology, access control systems, and corporate support operations. Identifying recurring issues and implementing process improvements, documentation updates, or training opportunities to increase operational effectiveness. Ensuring tickets are documented, prioritized, resolved, or escalated appropriately while maintaining strong communication and accountability throughout the support lifecycle.

Requirements

3+ years of experience in IT support, desktop support, help desk, endpoint support, or a related technical support role.
High school diploma or GED required
Strong troubleshooting experience supporting Windows, macOS, Microsoft 365, hardware, printers, peripherals, VPN connectivity, user access, and business applications.
Experience managing ticket queues, prioritizing work, and maintaining service-level expectations.
Ability to work onsite and support the technology needs of multiple corporate locations.
Ability to lift, move, and deploy IT equipment as needed.
Strong organizational, customer service, communication, and problem-solving skills.

Nice To Haves

Previous experience serving as a Team Lead, Senior Technician, mentor, or informal technical leader preferred.
additional technical education, certifications, or coursework preferred.
Experience with Microsoft Intune, Autopilot, endpoint imaging, device lifecycle management, inventory tracking, and remote support tools.
Familiarity with Active Directory, Entra ID, Exchange Online, MFA, VPN technologies, and identity/access management troubleshooting.
Experience supporting conference room technology, AV systems, cameras, access control systems, and structured cabling initiatives.
Experience coordinating technology vendors, managing onsite technology projects, and partnering with Facilities or Procurement teams.
A+, Apple, Microsoft, or other industry-recognized technical certifications.

Responsibilities

Leading daily End User Computing support activities, including ticket triage, workload prioritization, escalation management, and onsite support coverage.
Coaching and mentoring IT Support team members on troubleshooting techniques, customer communication, ticket documentation, and professional development.
Serving as a technical escalation point for complex issues involving hardware, software, Microsoft 365, endpoint devices, network connectivity, conference room technology, AV systems, and user access.
Supporting new hire onboarding, employee transfers, device refresh initiatives, and deployment readiness through equipment setup, imaging, inventory management, and coordination efforts.
Acting as the primary IT point of contact for assigned corporate locations, ensuring technology needs are addressed efficiently and effectively.
Coordinating with vendors, Facilities, Procurement, Security, Infrastructure, IAM, and other IT teams to support business operations and technology initiatives.
Managing vendor relationships for onsite technology services, ensuring deliverables meet quality standards and are completed with minimal business disruption.
Overseeing vendor-supported activities such as conference room technology upgrades, hardware deployments, network cabling, access control systems, and location-based technology projects.
Creating and maintaining standard operating procedures, knowledge articles, checklists, and support documentation to improve service consistency and team efficiency.
Participating in IT projects involving endpoint management, hardware lifecycle planning, AV technology, access control systems, and corporate support operations.
Identifying recurring issues and implementing process improvements, documentation updates, or training opportunities to increase operational effectiveness.
Ensuring tickets are documented, prioritized, resolved, or escalated appropriately while maintaining strong communication and accountability throughout the support lifecycle.