IT Support Team Lead

IT Support Team Lead — Dice Posting

Location: Orlando, FL Area
Job Type: Contract
Experience Level: Mid-Senior Level

Job Summary

Defined Software Development is seeking an experienced IT Support Team Lead for contract consulting opportunities supporting a Florida state government client in the Orlando area.

The IT Support Team Lead will oversee the daily activities of an IT support team, including prioritizing and delegating support requests, monitoring service delivery, resolving escalated technical issues, and supporting continuous improvement. This role also provides technical leadership, quality assurance, customer service, and team guidance.

The primary work location is in Ocoee, FL, with travel to remote locations as needed.

Key Responsibilities

• Lead and coordinate the daily activities of an IT support team.
• Prioritize, delegate, and monitor support requests and team workload.
• Serve as a high-level technical resource and escalation point for customer service and technical issues.
• Monitor service delivery, trends, and security-related incidents.
• Work with IT leadership to improve processes, workflows, efficiency, and customer satisfaction.
• Monitor and analyze work processes and recommend improvements.
• Maintain knowledge libraries and technical documentation for IT teams and customers.
• Coordinate with other IT departments to ensure timely resolution of service tickets.
• Perform quality assurance on customer incidents and monitor compliance with Service Level Agreements (SLAs).
• Coordinate audiovisual setups and provide video conferencing support.
• Assist with IT inventory monitoring and tracking.
• Provide technical troubleshooting for hardware and software issues.
• Train, motivate, develop, and support team members.
• Travel to remote locations to provide IT support as needed.

Required Qualifications

• High school diploma or equivalent; additional education or technical certifications are a plus.
• Minimum 2 years of customer service and quality assurance experience.
• Minimum 1 year of supervisory experience managing staff and projects.
• Experience using a ticketing system to manage support requests and monitor trends.
• Enterprise IT experience preferred.
• Strong technical troubleshooting skills for hardware and software issues.
• Understanding of help desk, service desk, or IT service management processes.
• Strong team leadership and supervisory skills.
• Ability to prioritize multiple assignments and work independently or as part of a team.
• Strong organizational, communication, time-management, and problem-solving skills.
• Ability to work effectively in high-pressure situations.
• Ability to travel to remote locations as needed.
• Ability to lift up to 30 pounds.

Direct applicants only. No third-party vendors or staffing firms submissions will be considered.