IT Support Team Lead

Job Description

Job Description

Octagon Talent Solutions is a full-service technology recruitment and staffing company based in South Florida. We humanize technical recruitment by identifying candidates' long-term career goals and assessing cultural fit when presenting opportunities. Our focus on long-term relationships helps ensure placements that last.

Job Overview: Octagon Talent Solutions is seeking an IT Support Team Lead for one of our explosively growing client companies! This is an exceptional opportunity for a proactive problem-solver who is passionate about creating outstanding end-user experiences. In this role, you'll lead hands-on technical support for our client company’s HQ office while also supporting the broader company remotely. You'll combine technical expertise with exceptional customer service, working independently to handle complex issues, mentor team members, and ensure every user interaction reflects a commitment to excellence. This position is based in the Fort Lauderdale office, offering the chance to make a direct impact on technology operations and user satisfaction.

RESPONSIBILITIES:

• Provide exemplary customer service, including white-glove executive support, demonstrating professionalism, kindness, and patience in every interaction
• Lead by example in responding promptly to support requests via email, phone, helpdesk queue, and walk-ins, ensuring comprehensive documentation and timely resolution
• Utilize advanced troubleshooting techniques to diagnose and resolve complex technical issues across Windows, MacOS, iOS, and Android environments
• Manage and prioritize helpdesk tickets efficiently, reviewing open tickets daily and ensuring no requests are overlooked
• Provide hands-on support for configuring and deploying mobile devices, computers, software, and peripherals
• Support conference room technology including Teams and Zoom video conferencing systems, ensuring proper audiovisual equipment functionality
• Coordinate workspace setups and relocations, including IT equipment installation, configuration, and user transitions
• Manage the full lifecycle of user equipment from ordering and provisioning through deployment and eventual reclamation
• Administer Microsoft Office 365 environments, including Exchange, SharePoint, OneDrive, security groups, and delegate access
• Diagnose and resolve network connectivity issues across LAN, WiFi, and VPN infrastructure
• Maintain IT equipment inventory with accurate cost tracking and asset assignment
• Mentor and train team members, fostering knowledge sharing and skill development across the IT support team



REQUIREMENTS:

• Bachelor's degree from a four-year college or university, or equivalent combination of education and experience
• Minimum 5 years of experience in IT support, with demonstrated experience at a Level II support role or higher
• Proven track record in helpdesk or corporate IT environments, providing multi-platform system support
• Strong proficiency in Windows and MacOS deployment, configuration, and management
• Extensive experience with Microsoft Office 365 administration, including Exchange, SharePoint, and OneDrive
• Demonstrated ability to work independently with minimal supervision while maintaining excellent attention to detail
• Outstanding written and verbal communication skills, with the ability to explain technical concepts to non-technical audiences
• Experience with remote support tools and methodologies for supporting distributed teams
• Strong critical thinking and problem-solving abilities with a proactive approach to identifying and resolving issues
• Ability to balance end-user needs with IT department initiatives and priorities
• Experience mentoring junior team members and contributing to team development
• Professional certifications such as CompTIA A+, Microsoft 365 Certified, or similar credentials are a plus