IT Support Lead

Extensive experience working in windows desktop environment
5+ years of IT experience and 3+ years in Supervisor/Team Lead Role strongly preferred
Proficiency with a MAC and IOS computers and phones
Excellent oral communication skills
Detail oriented in order to keep detailed notes on tickets
Project Management Experience a plus
Exposure to Azure AD or other MDM tools
Scripting or automation (Powershell, Bash, etc)
Highly organized to keep Help desk tickets order
Ability to diagnose and resolve basic computer technical issues
Life science background with lab experience is preferred

Oversee day-to-day Help Desk operations, ensuring SLAs and response times are met
Coordinate with cross-functional teams to align IT support with departmental needs
Respond to and resolve Help Desk tickets in a timely and professional manner
Provide Tier 1, Tier 2, and Tier 3 support via phone, email, and chat
Diagnose and troubleshoot hardware, software, and connectivity issues
Escalate complex issues to higher-tier support when necessary
Install, configure, and maintain Windows and macOS systems
Perform basic network and server troubleshooting
Support mobile devices (iOS, iPadOS) and associated applications
Maintain clear and detailed documentation of issues and resolutions in ticketing system
Follow up with end users to ensure resolution and satisfaction
Communicate technical information to non-technical users effectively
Contribute to process improvements and internal knowledge base articles
Support lab IT systems and equipment as needed