Support Desk Lead
hace 14 días
King of Prussia
Job DescriptionSupport Desk Lead King of Prussia, PA | Full-Time 8am to 5pm - Hybrid with field work travel required JOB SUMMARY The Hybrid Support Desk /Lead is responsible for providing advanced support desk guidance while training to serve as a partial backup for the Technical Services Manager (TSM). This role acts as the primary escalation point for complex technical issues and provides mentorship to the support desk team. In addition, the individual will shadow and assist the TSM in operational, security, and administrative duties, progressively assuming greater responsibility in preparation to act as the TSM’s systems backup during absences. Location: King of Prussia, PA, Monday through Friday 8am to 5pm. On call hours twice a week. Valid driver's license and reliable vehicle required, travel required for field work, mileage reimbursed. Key ResponsibilitiesSupport Desk Leadership & Escalation • Serve as the escalation point for advanced or unresolved support desk tickets., • Ensure timely, high-quality resolution of technical issues to meet service level agreements., • Maintain documentation of recurring issues and solutions for knowledge sharing. Backup TSM Training & Responsibilities • Shadow and train with the TSM on operational and security responsibilities, including incident response, change management, and vendor relations., • Support IT security processes such as access control reviews, vulnerability management, and compliance reporting., • Assist with leadership communication during incidents, outages, or critical IT events. Coordinate escalated incidents across IT teams, including DevOps, Network, and Development. * Participate in change management review and approval processes under TSM guidance. * Contribute to post-incident reviews and process improvements. Business Continuity & Communication * Assist in monitoring backup, recovery, and disaster recovery processes. * Communicate effectively with IT leadership and employees about service-impacting issues. * Act as a point-of-contact for urgent IT concerns in the TSM’s absence. Qualifications Education & Experience * Associate or bachelor’s degree in information technology, Computer Science, or related field (or equivalent experience) preferred. * 3–5 years of IT support or systems administration experience required. * Prior experience in a leadership, senior support desk, or escalation role preferred. Technical Skills * Strong troubleshooting and problem-solving abilities across desktop, network, and application environments. * Knowledge of IT security principles and practices. * Familiarity with ITIL concepts (incident, problem, and change management). * Proficiency in documentation and knowledge base maintenance. Soft Skills * Strong communication skills with both technical and non-technical users. * Ability to lead, coach, and mentor junior staff. * Decision-making skills for prioritizing and resolving escalated issues. * Desire to learn and grow into expanded leadership responsibilities. Authority Level * Authority to resolve and close escalated technical support issues. * Limited authority to approve/deny access and security requests (under TSM oversight). * Authority to delegate urgent tasks to support staff during incidents. * Strategic IT/security decisions remain with the TSM unless otherwise delegated. Career Development Path This role is designed to provide growth into IT leadership by blending advanced support desk responsibilities with training in security, incident response, and IT operations management. The successful candidate will gain the skills and experience necessary to act as a fully capable backup to the Technical Services Manager for systems support. * WHO IS COLONIAL ELECTRIC? We are Colonial Electric Supply, the #1 supplier of commercial electrical and lighting components in the tri-state area. That means we keep the lights on, the electricity flowing, and the factories bright and humming. Our Team - At 500 strong and growing, our team is the fastest and smartest in the lighting and electrical supply business, with the most contracts because we love to win! If you’ve read this far, we’re betting you like to win too. A Delightfully Simple Work Culture - You’ll enjoy Colonial Electric because our workspaces and people form a family culture—very different from the corporate world. We are always looking to promote from within and due to our dedicated training team, many have been promoted within the first year! Work-Life Balance: We are privately-owned and led by men and women of strong character. That means we value the health and happiness of the people who work with us. We’ve made work-life balance a point of pride for 90 years. Back in 1925, we called it “respect.” Everyone who joins Colonial Electric is a respected member of our team. CHECK OUT OUR BENEFITS! Medical Insurance - Choose between a traditional PPO and flexible health plan with a tax-free health savings account * Comprehensive and affordable coverage * Preventative care covered at 100% * Access to the Blue Cross Blue Shield national network Dental Benefits - Affordable coverage with annual exams, cleanings and xrays covered at 100% and rollover benefits. Vision Benefits - Get yearly eye examinations and buy new lenses, frames, and contacts. Or skip the glasses and enjoy special discounts on LASIK procedures! You’ll have access to 70,000 provider locations across the U.S., including well-known retailers like Walmart and America’s Best Glasses. 401(k) for Comfortable Retirement - Colonial Electric matches 25% of your contributions up to 6% of your annual earnings.. Life Insurance & AD&D Insurance At Zero Cost - Colonial Electric offers all full-time employees life and accidental death and dismemberment insurance (AD&D) at zero cost to you. Paid Time Off - Including vacation, personal time, paid holidays and more. Colonial Paid Parental Leave - CPPL offers parents company paid time off to care for the birth or adoption of a child. Colonial offers many additional benefits for employees and their families! Feel free to inquire about our complete benefits guide during the interview process.