IT Technical Lead

PRINCIPLE CHOICE SOLUTIONS
 IT Technical Lead

POSITION PURPOSE
The IT Technical Lead provides operational and technical leadership for Tier 2 IT Support Analysts and helps ensure reliable, secure, and customer-focused technology service delivery. This position leads daily Tier 2 service desk operations, drives service-level agreement compliance and ticket quality, and provides hands-on Level 2 and Level 3 troubleshooting for complex hardware, software, identity, endpoint, collaboration, and access issues. The role owns key end-user lifecycle activities, including account builds, device deployment, onboarding, offboarding, and asset management, while partnering with Infrastructure, Security, Power Platform, and other IT teams to resolve escalated issues and implement technical solutions that address business needs. The IT Technical Lead provides subject matter expertise, technical mentoring, and troubleshooting guidance to support analysts while supporting documentation, knowledge management, and continuous service improvement initiatives.

ORGANIZATION
This position reports to the IT Support Manager and provides day-to-day technical and service delivery leadership for Tier 2 IT Support Analysts. The role works closely with other IT teams and business stakeholders across the organization.

Work Schedule and On-Call Expectations

• Hybrid position based in Omaha, Nebraska.
• Core support coverage is provided Monday through Friday between 6:30 AM and 6:00 PM Central Time. The employee’s assigned schedule will support business coverage requirements within this window.
• Participates in an on-call rotation for Saturday and Sunday coverage from 8:00 AM to 5:00 PM Central Time.
• Periodic after-hours work, schedule adjustments, travel, or on-site support may be required based on operational needs, incidents, deployments, or projects.

• Lead daily Tier 2 service desk operations, including workload coordination, escalations, service quality, and SLA performance.
• Coordinate daily Tier 2 service desk activities and escalations to ensure timely, high-quality support for computers, printers, audio/visual equipment, phones, peripherals, and other supported hardware and software.
• Supply, recommend, and deploy technical solutions that address business problems and improve end-user productivity and service reliability.
• Provide escalated and advanced hardware and software support to local and remote business users through phone, email, chat, remote-support tools, and in-person assistance.
• Provide advanced technical support and Level 2/Level 3 troubleshooting for complex hardware, software, endpoint, identity, and Microsoft 365 issues.
• Perform end-user administration in accordance with approved internal IT processes, procedures, security controls, and documentation requirements.
• Install, configure, deploy, maintain, and troubleshoot workstations, printers, peripherals, and other approved end-user technology.
• Drive SLA compliance, ticket ownership, queue health, accurate assignments, documentation quality, escalation practices, and timely resolution.
• Own and coordinate tasks related to account builds, device deployment, onboarding, offboarding, access changes, equipment recovery, inventory records, and asset lifecycle management.
• Serve as a liaison to Infrastructure, Security, Power Platform, and other technology teams for escalated, cross-functional, or complex issues.
• Drive continuous service improvement through trend analysis, root-cause investigations, and implementation of corrective actions.
• Mentor, coach, and develop support analysts through training, knowledge sharing, and technical guidance.
• Maintain and improve service desk documentation, standard operating procedures, and knowledge resources.
• Develop and provide training for the support team on complex technical matters, new processes, recurring issues, and identified knowledge gaps.
• Build effective stakeholder relationships across all levels of the organization and communicate technical information clearly to technical and non-technical audiences.
• Support security, privacy, compliance, and acceptable-use requirements and escalate suspected incidents or control concerns according to established procedures.
• Provide on-call support and incident coordination as scheduled or otherwise required.
• All other duties as assigned.

• Associate degree in Information Technology, Computer Science, or a related field, or equivalent combination of education and experience.
• Industry certifications such as CompTIA A+, Network+, Microsoft, or other relevant technical certifications preferred.
• Five or more years of hands-on experience supporting Microsoft 365, Intune, Entra ID, Windows endpoints, and associated enterprise technologies.
• Three or more years of experience serving in a technical lead, senior analyst, escalation, or advanced support role.
• Five or more years of hands-on experience supporting Microsoft 365, Microsoft Intune, and Microsoft Entra ID/Azure environments.
• Experience managing escalations, service desk workload, SLA performance, ticket quality, and customer communications.

• Strong knowledge of Microsoft 365 technologies, including Entra ID, Exchange Online, Intune, Windows 10/11, endpoint management, identity administration, and collaboration services.
• Working knowledge of enterprise endpoint provisioning, configuration management, device compliance, and user access management.
• Understanding of IT security, privacy, data handling, and compliance requirements within a regulated business environment.
• Demonstrated ability to troubleshoot and resolve complex technical issues, perform root-cause analysis, evaluate risk, and coordinate appropriate resolutions.
• Strong analytical, problem-solving, organization, and prioritization skills with the ability to manage multiple tasks and competing priorities.
• Excellent written and verbal communication skills, including the ability to explain technical concepts to technical and non-technical audiences.
• Ability to build productive working relationships, mentor support personnel, and collaborate effectively across technical and business teams.
• Strong attention to detail with a commitment to accurate documentation, process adherence, and customer service excellence.
• US Citizenship required, work sponsorship unavailable.

MACHINES & EQUIPMENT
The incumbent must be able to effectively operate the current computer system, cloud architecture, telephone system, and other office machines such as a copier.

PHYSICAL REQUIREMENTS
Must be able to lift and carry up to 50 pounds. Must be able to talk, listen, and speak clearly on the telephone. Travel and reliable transportation for work-related travel are required for this position.

WORKING CONDITIONS
The incumbent works in an office environment that is not substantially exposed to adverse environmental conditions such as heat, cold, or extreme noise.  Routine periods of being on the phone utilizing a headset, sitting and data keying are required.  Periodic work at an office site or other supported location may be required. The hybrid schedule and on-site expectations may be adjusted based on business and operational needs.

Security and privacy training will be provided as part of this role to protect the confidentiality, integrity, and availability of PCS’ associate and customer data.

The above statements are intended to describe the general nature of work being performed by people assigned to this classification.  They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.