IT Support Level III Lead

Job Description Job Description Job Opportunity: Lead IT Support Level III Location: Orange, CA Job Type: Contract-to-Hire Work Schedule: Hybrid (after initial onboarding/trust period) Compensation: Competitive, based on experience Overview We are actively seeking a highly experienced IT Support Level III professional to join a dynamic End User Support team. This role is a critical position acting as the right hand to the IT Director , supporting national IT operations and ensuring seamless end-user experiences. You will serve as the key escalation point and operational lead , bridging leadership with Helpdesk and Desktop Support teams. This position offers clear advancement into IT leadership/management . Must-Have Skills & Experience (Required) · 5+ years of hands-on experience in Level II/III IT Support roles within enterprise environments · Expert-level troubleshooting of Windows OS (Windows 10/11) in corporate environments · Strong, hands-on experience supporting Microsoft 365 (Office 365) including: o Outlook (profile issues, connectivity, performance, mailbox troubleshooting) o Teams (audio/video, login, integration issues) o OneDrive & SharePoint (sync issues, permissions, access) o Exchange Online (mail flow, mailbox access, configuration) · Proven ability to resolve complex end-user issues across hardware, software, and network layers · Experience serving as the primary escalation point for advanced technical issues · Strong expertise in ticket queue management , prioritization, and SLA enforcement · Hands-on experience with Active Directory (user accounts, group policies, permissions) · Experience with ITSM/ticketing systems (ServiceNow, Jira, or similar) · Ability to lead, mentor, or oversee Helpdesk/Desktop Support staff · Strong documentation and process improvement mindset · Excellent communication skills with the ability to interface with executives and technical teams Key Responsibilities · Serve as the primary escalation point for Level II and Level III end-user support issues · Provide day-to-day oversight of Helpdesk and Desktop Support teams · Manage and prioritize ticket queues to ensure timely resolution and SLA compliance · Troubleshoot and resolve complex Windows and Microsoft 365 end-user issues · Act as a bridge between IT leadership and support teams , ensuring alignment and communication · Keep the IT Director informed on team performance, risks, and operational updates · Lead by example with hands-on technical support and user issue resolution · Identify and implement process improvements and efficiencies within support operations What Sets You Apart · Proven ability to own and drive issue resolution in high-pressure environments · Leadership mindset with readiness to step into a management role · Strong ability to mentor and elevate team performance · Experience supporting multi-site or national organizations · High level of accountability, organization, and follow-through Why Join This Opportunity? · Clear path to IT leadership/management advancement · High-visibility role working directly with IT leadership · Opportunity to influence and improve national End User Support operations · Collaborative, fast-paced, and growth-oriented environment