Technology Support Coordinator – Team Lead - 26-01399

NavitasPartners•Tallahassee, FL

7h•Onsite

About The Position

The Technology Support Coordinator – Team Lead is responsible for the daily operations of a technology support team that triages, resolves, and routes incoming IT incidents and service requests. This role serves as the primary escalation point, provides hands-on technical support, and ensures an exceptional customer service experience. The Team Lead is also responsible for staff training, performance oversight, metrics tracking, quality assurance, and continuous process improvement in alignment with IT service management best practices.

Requirements

High School Diploma or equivalent
Minimum 5 years of IT experience in computer operations or technical support within a multi-platform environment
Minimum 2 years of experience in customer service and quality assurance
Minimum 1 year of supervisory or team leadership experience managing staff and projects
Experience using IT ticketing systems to manage support requests, trends, and reporting
Strong technical troubleshooting skills across hardware and software environments
Solid understanding of help desk operations and IT service management principles
Ability to manage multiple priorities and work independently or as part of a team
Strong organizational, time management, and problem-solving skills
Ability to perform effectively in high-pressure environments

Nice To Haves

Associate’s or Bachelor’s degree in Computer Science, Information Systems, or a related field
Technical institute degree or relevant IT certifications
Enterprise IT support experience
Experience supporting audiovisual and video conferencing technologies

Responsibilities

Manage day-to-day operations of the technology support team, including work prioritization, task delegation, and performance monitoring
Serve as the primary escalation point for complex incidents, service requests, and customer service concerns
Provide hands-on technical assistance and guidance to support staff when needed
Train, mentor, and support team members to ensure consistent service delivery and professional development
Monitor ticket queues, response times, and resolution metrics to ensure Service Level Agreements (SLAs) are met
Perform Quality Assurance reviews on customer incidents, both onsite and remotely
Track, analyze, and report trends, including recurring issues and security incident awareness
Collaborate with IT leadership to identify opportunities for process, workflow, and service improvements
Maintain and enhance documentation and knowledge base content to support efficient issue resolution
Coordinate and schedule audiovisual setups and video conferencing support
Assist with monitoring and tracking inventory for the Information Technology cost center
Work closely with other IT departments to ensure timely resolution of service tickets
Prepare operational reports and performance metrics related to system availability and service quality
Travel to remote locations to provide onsite support as needed
Perform additional duties as assigned
Ability to lift up to 30 pounds