Lead IT Support Engineer

As a Lead IT Support Engineer, you’ll take charge of the organization’s IT support operations—overseeing the resolution of complex technical issues, coordinating support staff, and ensuring system stability across the company’s user base. This role is both hands-on and strategic, combining expert troubleshooting with leadership responsibilities to keep IT operations running smoothly.

This is a direct-hire opportunity with our client in the e-commerce and retail technology industry. It’s ideal for a seasoned IT professional ready to step into a leadership position. You’ll play a key role in driving technical excellence, improving support workflows, and mentoring a team that supports a fast-moving, high-demand digital environment.

Responsibilities

• Lead daily IT support operations and serve as the escalation point for complex technical issues

• Supervise, coach, and provide technical guidance to support technicians and junior engineers

• Maintain and troubleshoot user systems including desktops, laptops, mobile devices, and network-connected hardware

• Oversee administration of Active Directory, Microsoft 365, and endpoint security platforms

• Monitor help desk metrics and ticket workflows to ensure SLAs are met

• Collaborate with infrastructure, DevOps, and application teams on system improvements and projects

• Standardize support documentation and best practices across the department

• Participate in audits, compliance tasks, and IT security initiatives

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field

• 5+ years of experience in IT support roles, including 1–2 years in a team lead or senior position

• Advanced knowledge of Windows OS, Microsoft 365, networking fundamentals, and endpoint management

• Experience with help desk platforms, performance reporting, and support team coordination

• Strong leadership, communication, and decision-making skills

• Relevant certifications such as CompTIA Security+, Microsoft 365 Certified: Enterprise Administrator, or ITIL are preferred

Job Benefits

• Health, dental, and vision insurance

• Paid time off, holidays, and sick leave

• 401(k) with employer match

• Leadership training and professional development support

• Career progression into IT operations, infrastructure, or management roles

• Fast-paced, tech-forward work environment with cross-functional collaboration

Salary Range

$80,000 – $98,000 annually, depending on experience, technical depth, and leadership capability.