IT Support Team Lead

The Role

Venture is currently seeking an IT Support Team Lead to join our growing team. In this role, you will be primarily responsible for supervising the daily operations of our IT support team, ensuring efficient resolution of customer issues. Your role involves supervising, and mentoring a team of IT professionals, optimizing ticket handling, and enhancing customer service through continuous training and process improvement. Additionally, you will be responsible for providing Level 2 technical support when required. Strong leadership, sound judgement and problem-solving skills in a fast-paced environment are essential.

Management Roles & Responsibilities

• Monitoring SLA dashboards for service delivery metrics and goals.
• Monitoring active tickets to ensure timely resolution.
• Acting as the first point of escalation on, as well as advising and assisting the IT Support team with process and operational questions.
• Responsible for enforcing and improving established processes, procedures, and policies for the IT Support and Break Fix team.
• Responsible for quality assurance of client onboardings and device configuration.
• Responsible for assisting with training and onboarding for new technicians.
• Responsible for conducting training sessions to support the ongoing professional development of team members.
• Maintaining subject matter expertise for internal tools such as ConnectWise Manage and Automate.
• Responsible for IT Inventory Checks to maintain integrity of records.
• Help facilitate staff scheduling and resourcing for service requests and technical projects.
• Acting as a backup for inbound calls and inventory requests.
• Balance time between supervising and directly assisting the IT Support Team as necessary.

Technical Roles & Responsibilities

desktop support

on Windows, MacOS, and iOS devices.

Active Directory and Entra ID (Azure AD).

in

Microsoft 365 environments.

Qualifications & Skills

50lbs.

Nice to Have

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