Technical Support Lead

Company Overview   Our client is an IT and Voltage Services provider with expertise in deep niche education, real estate, and construction markets.

They lead with integrity and transparency, while offering innovative solutions and an excellent customer-focused experience.

Position Overview   Our client is seeking a Technical Support Team Lead to oversee the front-line IT Support Team.

In this role, qualified candidates will ensure timely resolution of support requests, manage escalations, and maintain service quality.

The Team Lead is also responsible for mentoring technicians, improving processes, and fostering a culture of accountability and customer-first service.

Location :

• Lakewood, NJ Reports To : IT Director Schedule : Onsite Employment Type : Full-Time Salary Range : $75,000.00 - $90,000.00 USD / Annually  Benefits : Health Insurance, Vision & Dental Insurance, Performance Incentives, 401(k), PTO, Paid Holidays, Professional Development.    Key Responsibilities   Lead, coach, and mentor technicians to drive growth, collaboration, and accountability.  Set clear goals and ensure team alignment with company objectives.  Oversee daily ticket queues, ensuring SLA compliance and high-quality service delivery.  Monitor the technical health of client environments, identify risks and recurring issues.  Act as the escalation point for complex technical problems, guiding the team toward resolution.  Maintain accurate documentation and champion a knowledge-first culture.  Track team performance metrics to ensure continuous improvement.  Balance teamwork loads, review time entries, manage scheduling and time-off requests.
• Collaborate with other departments to ensure seamless client experiences.  Qualifications   3-5 years of IT support experience.  Strong technical skills across infrastructure, networking, cloud services, and security.  Familiarity with professional services automation, remote monitoring and management, and documentation platforms.  Strong organizational and communication skills.  Ability to balance technical troubleshooting with operational leadership.  Compensation     The published salary range is used as a guide to provide prospective candidates with a level of compensation that is competitive with today’s market.
• The salary range for this position is a good faith estimate that allows for flexibility to align with various levels of experience, education, and performance.   EEO Statement     Topaz HR is an Equal Opportunity Employer, and we do not discriminate on the basis of race, color, religion, gender, national origin, age, disability, or any other status protected by applicable law.

We value and are committed to creating an inclusive environment for all employees.     Please Note :