IT Technical Lead, End User Support

IT Technical Lead – End User Support (US) -ON SITE in West Palm Beach!

Position Summary:

The IT Technical Lead – End User Support serves as the senior technical lead for End User Support and IT Operations across all US-based Onity Group locations, while being headquartered in West Palm Beach, FL.

This is a hands-on technical leadership role that balances strategic direction with operational execution. The position leads the US End User computing environment through advanced technical expertise, project delivery, documentation standards, and support process improvement—ensuring a stable, secure, and high-performing workplace technology experience.

The IT Technical Lead works closely with the distributed US and Global IT support team, guiding technical direction in researching, testing, deploying, and supporting modern desktop and collaboration solutions. The role serves as a senior escalation point, a lead technical resource for US IT operations, and a key partner to business and IT leadership. A strong focus is placed on technical leadership, process maturity, measurable service outcomes, and the thoughtful adoption of emerging technologies, including AI-enabled support tools, to modernize service delivery.

Job Functions and Responsibilities:

Technical Support & Operations

• Own and oversee all End User Support and desktop operations for US employees, ensuring reliable service for both onsite and remote users.
• Act as the primary escalation point for complex or high-impact end-user incidents across US locations.
• Lead the evaluation, testing, and deployment of desktop hardware, operating systems, peripherals, and collaboration technologies to maintain performance, stability, and security.
• Drive the adoption of AI-assisted technologies (automation tools and self-service capabilities) to improve technician productivity and reduce resolution times.
• Manage and support the full lifecycle of endpoint devices, peripherals, telecom systems, and collaboration platforms, including Microsoft Teams, call center applications, Intune, and endpoint management tools.
• Ensure the integrity, security, and compliance of the desktop environment by enforcing build standards, corporate security policies, and configuration baselines.
• Lead US asset management, from procurement and deployment to refresh, recovery, and safe disposal, maintaining accurate inventory records and audit readiness.
• Forecast hardware needs and manage procurement planning and refresh cycles to support business growth and budget alignment.

Technical Leadership, Mentorship & Service Excellence

• Provide day-to-day technical leadership and mentorship to the US End User Support team, supporting onboarding, knowledge transfer, skills development, and technical growth.
• Establish and enforce service standards, SLAs, and operational KPIs, ensuring consistent, high-quality support across all US sites.
• Serve as the technical and operational authority for US End User Services, partnering closely with executive leadership, internal IT teams, and third-party vendors.
• Provide technical leadership during major incidents, guiding resolution efforts and ensuring clear communication to stakeholders.
• Promote a culture of accountability, technical excellence, continuous learning, and customer-focused service delivery.

Documentation, Process Maturity & Continuous Improvement

• Architect and sustain a comprehensive documentation and knowledge management strategy, ensuring SOPs, technical guides, and user-facing documentation remain accurate and current.
• Own data quality and consistency within ITSM tools, ensuring all incidents, requests, assets, and changes are properly recorded to enable reporting and analysis.
• Analyze operational metrics and trend data to identify root causes, recurring issues, and opportunities for efficiency improvements.
• Recommend and lead process improvements, automation, and standardization initiatives, partnering with End User Services leadership to mature operations and scale effectively.

What This Role Represents

This position is ideal for a Technical Lead who:

• Leads through expertise and mentorship, not just delegation
• Comfortable guiding engineers and leading technical discussions
• Values documentation, standards, and repeatable processes
• Thinks proactively about modern support models, automation, and AI-enabled operations
• Motivated when working with Business Executives, driving support efforts to resolution, and communicating outcomes.

Qualifications:

Required:

• Proven experience in a senior IT support, operations, or technical lead role across distributed teams or multiple office locations.
• Minimum 10 years of equivalent, related work experience in IT support and operations.
• Demonstrated experience implementing or managing AI tools within an IT support context (e.g., AI-driven ticketing analysis, chatbots, or automation workflows).
• Strong working knowledge of Windows Server, Active Directory, Microsoft Exchange, and modern cloud infrastructures.
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP) and core IT security principles.
• Experience managing vendors and procurement processes.

Preferred:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Experience with modern endpoint management tools, specifically Microsoft Intune.
• Formal certifications (e.g., ITIL Foundation, PMP, CISSP, or Microsoft 365 Certified: Modern Desktop Administrator Associate).

Skills & Attributes

• Strategic thinker with the ability to translate business needs into technical solutions.
• Excellent written, verbal, and executive presentation skills.
• Strong customer-centric mindset with a passion for mentoring peers and advancing high-performing technical teams.
• Adaptable and forward-thinking, specifically regarding the usage of AI in IT Operations.

Physical Requirements

• Ability to lift up to 50 pounds on rare occasions.

Training / Licensing Requirements:

• Must pass the Company’s Background Screening process prior to beginning employment. Additionally, as a condition of employment, you may be required to pass client-specific background check requirements or Federal/State licensing requirements, if applicable.

Work Schedule: (Only add if needed)

• 40 Hours per week, Round the clock IT Support as needed