IT Support Team Lead

About Dean Dorton

Dean Dorton’s team makes up one of the largest advisory firms in the United States. We thrive when you thrive! We are here to help you succeed in every step of your development and career as you work with nationally recognized experts in a recognized best place to work.

About the Role:

The IT Support Team Lead is responsible for overseeing the daily operations of the IT support team while providing escalated technical support to end users. This critical role serves as a bridge between front-line help desk technicians and higher-level IT management, ensuring efficient resolution of technical issues while maintaining high service standards.

Essential Duties and Responsibilities:

• Serve as the first point of escalation for advanced support issues (hardware, software, and network)
• Provide guidance, coaching, and leadership to help desk technicians
• Assist with daily operations, including team scheduling and ticket queue management
• Monitor support requests to ensure timely resolution and high client satisfaction
• Track performance metrics and help identify trends or recurring issues
• Document solutions and contribute to internal knowledge sharing
• Communicate clearly with both users and internal teams
• Coordinate with other IT groups on cross-functional tasks or projects
• Foster a collaborative and positive team environment
• Provide regular updates to IT management on support operations
  
  

Experience & Qualifications:

• Bachelor’s degree in computer information systems
• 3-5 years of experience in an IT support role with exposure to Tier 2 or Tier 3 escalation
• 1–2 years of experience helping lead or guide a team (formal or informal leadership)
  
  

Essential Skills:

• Strong leadership and team-building abilities
• Excellent verbal and written communication skills
• Exceptional problem-solving and critical-thinking capabilities
• Ability to prioritize and manage multiple competing demands
• Customer service orientation with a focus on user satisfaction
• Aptitude for learning new technologies quickly
  
  

Software & Tools:

• Microsoft 365, Windows 10 & 11
• Microsoft Intune and Azure
• Active Directory
• Antivirus and EDR tools
• RMM solutions
• Workstation imaging and inventory solutions
• MFA solutions such as Okta or DUO
• Citrix VDI
• Project Management experience
  
  

This job description is intended to describe the general nature and level of work being performed by team members assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required. Additionally, responsibilities and duties may vary depending on business needs and individual circumstances. Dean Dorton is an equal opportunity employer.