Technology Support Coordinator - Team Lead - 26-01399

Job Description

Job DescriptionJob Title: Technology Support Coordinator – Team Lead

Location: Tallahassee, FL
Assignment Duration: 4 months (with potential for extension)
Employment Type: Contract

Position Summary

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.

Key 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

Work Schedule

• Onsite hours of operation are between 7:00 AM – 6:00 PM, Monday through Friday

Required Qualifications

• 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

Preferred Qualifications

• 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

Role Level & Scope

• First-level management role within IT operations

• Oversees daily staff assignments, performance follow-up, and service delivery

• Manages multiple operational processes within the support environment

• Works under general direction of mid-level IT management

• Responsible for system availability, response time, and operational performance metrics

• Mentors and develops technical support staff