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