IT Support Lead Manager

Job Title: IT Support Lead Manager

Location: Santa Barbara, CA

Need to be at onsite Santa Barbara, CA from day One

Job Responsibilities

Position Overview:
We are seeking a seasoned Onsite IT Support Lead/Manager to oversee IT operations at our Goleta, CA location. This leadership role is responsible for managing the onsite support team, ensuring seamless day-to-day IT service delivery, and maintaining a high standard of user satisfaction, including VIP and white-glove support. The ideal candidate will bring a combination of strong technical expertise, effective team leadership, and operational discipline to drive excellence in service performance
Key Responsibilities:
Lead and manage the onsite IT support team, ensuring operational efficiency and service excellence.
Supervise IMAC (Installs, Moves, Adds, Changes) activities, device lifecycle processes, and depot service operations.
Provide priority-level support for Audio/Visual (AV) systems in conference rooms and event spaces.
Deliver VIP white-glove support for senior executives and high-impact users.
Coordinate user onboarding and offboarding in collaboration with HR, Security, and IT teams.
Act as the primary onsite escalation point, working closely with remote support and global IT teams via ServiceNow.
Monitor and enforce SLA adherence; produce weekly operational reports and status updates.
Develop, review, and maintain Standard Operating Procedures (SOPs) and technical documentation.
Oversee IT asset inventory, patch management cycles, and software deployment activities.

Required Skills and Qualifications:
Minimum 10 years of IT support experience, with at least 3 years in a team lead or managerial capacity.
Deep expertise in IT tools including ServiceNow, Ivanti MobileIron, Proxy Pro, and Microsoft Entra (Azure AD).
Strong hands-on skills in troubleshooting desktops, laptops, mobile devices, AV systems, and peripheral hardware.
Proven ability to manage technical teams, resolve escalations, and maintain high service quality standards.
Excellent communication, interpersonal, and leadership skills, with a strong user-service orientation.
ITIL v4 Foundation certification preferred.
Certifications such as CompTIA A+, Network+, or relevant Microsoft certifications are advantageous.
Experience in managing inventory systems and asset lifecycle processes.