Job Description

IT Service Center – Lead

Pay Rate: $24.00/HR W2

Hours: M-F, 8am-5pm

Location: Albuquerque, NM 87124

Duration: Contract-to-Hire

Description:

• Serve as a lead support resource for the OR ITSC team and provide backfill support for the PCLD Lead.
• Act as co-point of contact with the Site Supervisor and Client Manager.
• Handle escalations, advanced troubleshooting needs, and day-to-day support issues from ITSC techs.
• Lead weekly team meetings, deliver updates, and maintain meeting notes.
• Provide coaching, mentorship, feedback, and performance recognition to team members.
• Assist with monitoring workload and staffing levels to ensure proper coverage.
• Support onboarding and hands-on training for new hires and maintain training completion records.
• Provide backfill and hands-on support during high-volume periods.
• Update Scrumban dashboards and ensure team compliance with all Scrumban processes.
• Conduct monthly inventory audits and routine stockroom spot checks.
• Support ITSC operations including device deployments, break/fix troubleshooting, and general tech tasks.
• Ensure accurate updates and documentation in the client ticketing system.

Skills:

• 5+ years of technical experience, with lead or supervisory experience required.
• Strong leadership, professionalism, and communication skills.
• Ability to learn new processes quickly and multitask in a fast-paced environment.
• Excellent customer service and interpersonal skills.
• Ability to lift up to 35 lbs. and perform physical tasks (walking, standing, kneeling, crawling).
• Proficiency with Microsoft Office (Outlook, Excel, Word).
• Experience with Windows 8 and Windows 10 environments.
• Technical certifications (e.g., CompTIA A+) are preferred but not required.