Technology Support Coordinator (Team Leader)

In this role, you'll oversee daily operations, ensure exceptional customer service, and drive continuous improvement initiatives. You'll be the go-to escalation point for technical issues while mentoring and developing your team to deliver efficient, high-quality IT services. Key Responsibilities

• Lead and manage day-to-day team operations, including work prioritization, delegation, performance monitoring, and trend reporting (including security incident awareness)
• Serve as primary escalation point for complex customer service and technical issues
• Monitor and track IT inventory and assets for the cost center
• Partner with IT leadership to identify process improvements and implement strategies that enhance efficiency, user satisfaction, and service quality
• Maintain and update knowledge library to optimize team and customer experience
• Collaborate cross-functionally with IT departments to ensure timely ticket resolution and SLA compliance
• Conduct Quality Assurance reviews on customer incidents (onsite and remote) to ensure service standards are met
• Coordinate audiovisual setups and video conferencing support as needed
• Travel to remote sites for support when required within the region
• Additional duties as assigned

Required Qualifications Education:

• Associate's or Bachelor's Degree in Computer Science, Information Systems, or related technical field (or equivalent work experience)

Experience:

• Minimum 5 years of IT operations experience in multi-platform environments
• Minimum 2 years in customer service and quality assurance roles
• Minimum 1 year of supervisory/team leadership experience
• Proven experience managing projects and leading technical teams
• Hands-on experience with ticketing systems and support request management

Technical Skills:

• Strong troubleshooting abilities for hardware and software issues
• Solid understanding of help desk processes and service management principles
• Experience with data center operations and system performance monitoring

Soft Skills:

• Excellent supervisory and mentorship capabilities
• Strong organizational and time management skills
• Ability to thrive under pressure and manage multiple priorities
• Effective communicator with proven ability to motivate and empower teams
• Comfortable working independently or collaboratively

Physical Requirements:

• Ability to lift up to 30 pounds
• Availability for onsite hours: Monday Friday, 7:00 AM 6:00 PM

Additional Requirements:

• Valid Driver's License required
• Must be authorized to work in the United States

Preferred:

• IT Enterprise environment experience
• Prior government/public sector experience
• Relevant IT certifications
• Local candidates or those willing to relocate at own expense