Lead IT Technician

Job Summary

The Lead IT Technician is the senior hands-on technician for the Ocala site. They resolve escalated issues, keep client infrastructure running, and guide a small team of technicians. As part of a managed services provider, this role supports a portfolio of client businesses across Ocala and Central Florida rather than a single internal environment, so the work is varied and client-facing. The ideal candidate combines strong technical depth with the communication skills to earn client trust and the leadership skills to develop a growing team.

• Blend of individual technical work (about 60–70%) and team leadership (about 30–40%)
• Point of escalation between frontline support and IT management
• Trusted on-site technical contact for clients, working directly with business owners and office managers
• Supports client environments spanning Microsoft 365 and Azure, cloud, cybersecurity, and compliance-driven industries such as healthcare and government
• Helps build the Ocala team's processes, documentation, and service standards as the location grows

Responsibilities

• Technical support and escalation
• Serve as Tier 2/3 escalation for hardware, software, and network issues across client environments
• Troubleshoot Windows/macOS endpoints, printers, mobile devices, and peripherals, both on-site and remotely
• Own the Ocala team's ticket queue: triage, assign, and resolve within client SLAs
• Infrastructure and systems
• Support client LAN/WAN, Wi-Fi, switches, firewalls, and VPN
• Administer client Microsoft 365 and Azure tenants, Active Directory / Entra ID, and user accounts
• Maintain client servers, backup and disaster recovery, and patching schedules
• Team leadership
• Assign daily work, coach, and train junior technicians
• Build and maintain documentation, runbooks, and a knowledge base
• Help interview and onboard new technicians
• Projects and asset management
• Lead client equipment rollouts, office moves, cloud migrations, and system upgrades
• Track client hardware and software inventory and licensing
• Coordinate with vendors, internet providers, and clients' software providers
• Security and compliance
• Enforce security policies, MFA, and endpoint protection across client environments
• Respond to and document security incidents, including for clients with healthcare, CMMC, or GCC High compliance requirements
• Participate in after-hours on-call rotation (to confirm)

Required Skills

• 5+ years of IT support experience, including 1–2 years in a lead or senior role
• Associate degree in IT or related field, or equivalent experience
• Strong knowledge of Windows 10/11, Microsoft 365, and Active Directory
• Working knowledge of TCP/IP, DNS, DHCP, VLANs, and VPNs
• Experience with a ticketing system (e.g., ServiceNow, Jira Service Management, ConnectWise)
• Clear communication with non-technical users
• Valid driver's license and reliable transportation for local site visits

Preferred Skills

• Certifications: CompTIA A+, Network+, Security+; Microsoft 365 or Azure; CCNA
• Bachelor's degree in IT, Computer Science, or related field
• Experience with Intune, VMware or Hyper-V, and backup tools
• Scripting (PowerShell) for automation
• Experience supporting multiple sites or a regulated industry

Join us to lead a talented IT team dedicated to maintaining a resilient technology environment that empowers our organization’s success!

Pay: $25.00 - $35.00 per hour

Expected hours: 40.0 per week

Benefits:

• Health insurance
• Vision insurance

Work Location: In person