Technical Support Lead

About Us:

Rex Moore continues to be powered by amazing employees just like you for over 100 years. Together we are building a world that is safe, comfortable, and sustainable. Our diverse team of experts spreading to National territories create innovative, integrated solutions to make cities more connected, buildings more intelligent and environments more comfortable and secure.

Job Overview:

The Technical Support Lead is a hands-on technical role responsible for managing end-user support processes, troubleshooting escalated issues, and mentoring support technicians to improve service delivery. This role ensures operational excellence by developing proactive support strategies, enforcing IT best practices, and maintaining documentation to drive efficiency and knowledge sharing. Additionally, the Technical Support Lead collaborates with IT leadership to optimize processes and contribute to continuous improvement initiatives.

Key Responsibilities and Essential Tasks

End-User & Technical Support

• Lead IT support team in resolving tickets efficiently, including L2/L3 escalations
• Provide direct, hands-on troubleshooting for Windows 10 & Windows 11 workstations and Windows Server 2019+ environments
• Manage ITSM tools (e.g., ServiceNow, Zendesk, ManageEngine) to ensure accurate ticket tracking, SLA adherence, and reporting
• Oversee desktop, laptop, and mobile device deployments, imaging, and configurations
• Administer and troubleshoot Active Directory (AD), including user management, group policies, and authentication issues
• Ensure patch management, software updates, and security compliance for all Windows-based endpoints in collaboration with IT leadership
• Support Microsoft Office 365 Suite, including Outlook, Excel, Word, Teams, SharePoint, and OneDrive
• Assist in identity and access management, enforcing security protocols for user accounts
• Support IT infrastructure teams in troubleshooting network connectivity and authentication issues
• Train and mentor junior technicians on troubleshooting techniques and support best practices

Process Documentation & Knowledge Management

• Ensure the creation, maintenance, and communication of all process and support documentation within the IT team
• Standardize support documentation, including SOPs, troubleshooting workflows, and knowledge base articles
• Conduct regular documentation reviews to keep materials up to date with technology changes and user needs

Strategic & Continuous Improvement

• Analyze ticket trends to identify recurring issues and propose long-term solutions
• Work with IT leadership to optimize and implement IT support processes, tools, and automation solutions
• Collaborate on IT policy enforcement and user education to reduce common IT issues
• Assist with onboarding and training programs to improve end-user self-service adoption
• Participate in evaluating new technologies and tools to improve IT support operations
• Provide insights on IT service metrics and recommend enhancements for scalability and efficiency

What's in it for You?

We're growing and need people excited about honing their craft and developing their career. If you're ready to push your skill level, learn something new every day, and be part of tomorrow's energy source, join the Rex Moore Family.

Some of the benefits you may be eligible for as an employee are:

• Health Benefits
• 401(k) with Company Match
• Life and Disability Benefits
• Paid Holidays & Paid time off
• Access to multiple types of training
• Opportunities for Self-development and Career Progression
• Wellness Benefits & Employee Assistance Program
• Family Leave (Maternity, Paternity)
• Tuition Reimbursement Program
• Apprenticeship Program

Career Advancement:

At Rex Moore, we provide amazing job opportunities for growth with competitive salaries and benefits in an exciting, dynamic, fast-paced, and fun workplace environment. Are you looking to build a strong career? Then we have an opportunity for you!

Compensation:

Rex Moore pays hourly/salary rates commensurate with each employee’s knowledge, experience and skill level.

Work environment:

Work is performed in an office environment. This position may be required to travel to other office locations.

Reporting Structure:

Reports to – Information Technology Director

Department – Information Technology Department

EOE