Overview
On Site
$55 - $65 hourly
Accepts corp to corp applications
Contract - W2
Contract - Independent
Contract - Temp
Skills
Issue Resolution
Service Level
KPI
Issue Tracking
Conflict Resolution
Process Improvement
Provisioning
Workflow
Knowledge Base
Training
Team Leadership
Mentorship
Continuous Improvement
Innovation
Training And Development
FOCUS
Process Optimization
IT Service Management
SLA
Root Cause Analysis
Problem Solving
Onboarding
Management
Identity Management
Leadership
Communication
Collaboration
Technical Support
Artificial Intelligence
Messaging
Job Details
RESPONSIBILITIES:
Kforce has a client that is looking for an IT Support Lead. This will be a hybrid role in San Francisco, CA.
Summary:
In this role, you will own and lead IT support services, ensuring timely issue resolution and minimal disruptions. You will develop and enforce IT service level agreements (SLAs) and key performance indicators (KPIs). As an IT Support Lead, you will oversee ticketing system management, ensuring effective tracking, prioritization, and resolution.
Responsibilities:
Managing Escalations & Proactive Problem-Solving:
* Coordinate with IT Engineering to resolve escalated issues, ensuring long-term fixes rather than repeated workarounds
* Identify systemic IT issues, develop solutions, and implement process improvements to prevent recurring problems
* Establish root cause analysis (RCA) practices to improve IT reliability
Employee Experience & Friction-Free IT:
* Ensure IT support services enhance the employee experience, removing technology roadblocks
* Implement and refine onboarding support, ensuring seamless provisioning of IT resources for new hires
* Develop self-service IT solutions to enable employees to troubleshoot minor issues independently
IT Support Process Optimization & Automation:
* Automate IT support workflows to improve efficiency and reduce manual workload
* Standardize IT troubleshooting procedures, knowledge base articles, and training materials
* Drive adoption of AI-based IT support tools for faster issue detection and resolution
Team Leadership & Development:
* Lead, mentor, and develop a high-performing IT Support Team
* Foster a culture of continuous improvement, encouraging innovation in IT support processes
* Provide training and development opportunities to enhance team capabilities
REQUIREMENTS:
* 5-7 years of experience in a similar position & 1-2 years of leadership experience, with a focus on IT service delivery and process optimization
* Proven expertise in IT service management (ITSM), ticketing systems, and SLA enforcement
* Experience managing escalations, root cause analysis, and problem resolution
* Strong experience with automating onboarding and offboarding processes
* Strong understanding of endpoint management, identity & access management (IAM), and automation
* Strong leadership, communication, and stakeholder collaboration skills
* You are hands-on and willing to get into the trenches of IT Support
* Ability to drive self-service IT initiatives and AI-powered IT support tools
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
By clicking ?Apply Today? you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.
Kforce has a client that is looking for an IT Support Lead. This will be a hybrid role in San Francisco, CA.
Summary:
In this role, you will own and lead IT support services, ensuring timely issue resolution and minimal disruptions. You will develop and enforce IT service level agreements (SLAs) and key performance indicators (KPIs). As an IT Support Lead, you will oversee ticketing system management, ensuring effective tracking, prioritization, and resolution.
Responsibilities:
Managing Escalations & Proactive Problem-Solving:
* Coordinate with IT Engineering to resolve escalated issues, ensuring long-term fixes rather than repeated workarounds
* Identify systemic IT issues, develop solutions, and implement process improvements to prevent recurring problems
* Establish root cause analysis (RCA) practices to improve IT reliability
Employee Experience & Friction-Free IT:
* Ensure IT support services enhance the employee experience, removing technology roadblocks
* Implement and refine onboarding support, ensuring seamless provisioning of IT resources for new hires
* Develop self-service IT solutions to enable employees to troubleshoot minor issues independently
IT Support Process Optimization & Automation:
* Automate IT support workflows to improve efficiency and reduce manual workload
* Standardize IT troubleshooting procedures, knowledge base articles, and training materials
* Drive adoption of AI-based IT support tools for faster issue detection and resolution
Team Leadership & Development:
* Lead, mentor, and develop a high-performing IT Support Team
* Foster a culture of continuous improvement, encouraging innovation in IT support processes
* Provide training and development opportunities to enhance team capabilities
REQUIREMENTS:
* 5-7 years of experience in a similar position & 1-2 years of leadership experience, with a focus on IT service delivery and process optimization
* Proven expertise in IT service management (ITSM), ticketing systems, and SLA enforcement
* Experience managing escalations, root cause analysis, and problem resolution
* Strong experience with automating onboarding and offboarding processes
* Strong understanding of endpoint management, identity & access management (IAM), and automation
* Strong leadership, communication, and stakeholder collaboration skills
* You are hands-on and willing to get into the trenches of IT Support
* Ability to drive self-service IT initiatives and AI-powered IT support tools
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
By clicking ?Apply Today? you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.