The Support Team Lead is responsible for managing all aspects of Rural’s end-user technology environment. This includes leading a team of Support Specialists, overseeing day-to-day operations, and ensuring efficient and high-quality service delivery. The role involves managing the Help Desk software (Zendesk), coordinating support activities, and guiding the deployment and maintenance of user hardware, software, and applications. The Support Team Lead plays a critical role in staff training, documentation management, and support process improvement. This position works closely with the Infrastructure Services Manager to assess, implement, and support new technologies, ensuring seamless integration and minimal disruption to end-users. Responsibilities: • Serves as the primary escalation point for end-user support issues and identifies root causes through direct communication and diagnostics. • Provides guidance to users by answering questions, explaining procedures, and offering step-by-step assistance with hardware and software. • Troubleshoots and resolves issues related to Windows OS, network access, wireless connectivity, printers, and commonly used software platforms. • Ensures the operation and maintenance of end-user devices by coordinating setups, updates, repairs, and replacements according to company policy. • Manages the Help Desk platform (Zendesk), including logging, tracking, and reporting on service requests and support metrics. • Leads planning and deployment of new end-user technologies by identifying needs, evaluating options, and coordinating implementation projects. • Oversees and continuously improves support processes to ensure timely, consistent, and effective service delivery. • Directly supervises Support Specialists by training, assigning tasks, monitoring performance, and conducting evaluations. • Ensures resolution of service requests in accordance with SLAs, escalates when needed, and produces regular performance and status reports. • Maintains technical proficiency through ongoing learning and promotes a culture of knowledge sharing and professional development within the team. • Upholds high standards of professionalism, confidentiality, and customer service in all user interactions. • Fosters team collaboration through cross-training, workload balancing, and shared accountability for service outcomes. • Develops and maintains up-to-date support documentation, FAQs, and internal knowledge bases. • Collaborates with the Network, Operations, and Security teams to provide triage support for incidents that impact end-user services, ensuring timely coordination, communication, and escalation as needed. • Partners with the Infrastructure Services Manager to evaluate the impact of new technologies and recommend improvements to the user environment. Supervisory Responsibilities: Directly supervises two Support Specialists, providing leadership, mentoring, and performance management. Responsibilities include interviewing, hiring, and onboarding new staff; planning and delegating daily work; setting performance expectations; conducting evaluations; recognizing achievements; and addressing any disciplinary matters in compliance with company policy and applicable law. Qualifications: • Strong technical problem-solving skills and adaptability in dynamic environments. • Excellent interpersonal and communication skills, with the ability to support users of varying technical expertise. • Experience supporting end-user systems, including Windows OS, networking, wireless, printers, and peripherals. • Effective collaborator, capable of working with peers, leadership, and third-party vendors to resolve complex issues. Education and Experience: • Associate degree in a technical field required; Bachelor’s degree preferred. • Minimum 10 years of IT support experience, with at least 5 year in a supervisory or team lead role. • Hands-on experience with Microsoft Office 365 and Zendesk. Language Skills: • Ability to read, analyze, and interpret technical manuals, business publications, and applicable regulations. • Proficiency in writing clear, concise reports, business communications, procedures, and support documentation. • Skilled in presenting technical concepts to diverse audiences, including staff, leadership, and external partners. Reasoning Ability: • Demonstrated ability to troubleshoot practical problems involving multiple variables. • Capable of adjusting support strategies based on evolving priorities, user needs, and available resources. Computer Skills: • Proficient in Microsoft Office 365, including Outlook, Excel, Word, Teams, and SharePoint. • Experience with Zendesk for ticket management and asset tracking software. Technical Scope: • Provides support for end-user issues related to computer setup, Windows OS, printers, network connectivity, and wireless access. • Works closely with internal departments and external vendors to implement and maintain user-facing technologies. • Delivers both technical support and strategic insight to improve the user experience and streamline IT operations. Working Conditions: This position operates in a hybrid work environment. The Support Team Lead is expected to work on-site at least two days per week and participate in an on-site rotation every third week. These on-site days focus on in-person support, team collaboration, and hands-on troubleshooting. Remote work is permitted for the remaining days as approved. Standard office conditions apply, with occasional requirements to lift equipment, access workstations, and respond to urgent technical issues. Compensation: $70,000-$90,000/yr based on experience

• Serves as the primary escalation point for end-user support issues and identifies root causes through direct communication and diagnostics. • Provides guidance to users by answering questions, explaining procedures, and offering step-by-step assistance with hardware and software. • Troubleshoots and resolves issues related to Windows OS, network access, wireless connectivity, printers, and commonly used software platforms. • Ensures the operation and maintenance of end-user devices by coordinating setups, updates, repairs, and replacements according to company policy. • Manages the Help Desk platform (Zendesk), including logging, tracking, and reporting on service requests and support metrics. • Leads planning and deployment of new end-user technologies by identifying needs, evaluating options, and coordinating implementation projects. • Oversees and continuously improves support processes to ensure timely, consistent, and effective service delivery. • Directly supervises Support Specialists by training, assigning tasks, monitoring performance, and conducting evaluations. • Ensures resolution of service requests in accordance with SLAs, escalates when needed, and produces regular performance and status reports. • Maintains technical proficiency through ongoing learning and promotes a culture of knowledge sharing and professional development within the team. • Upholds high standards of professionalism, confidentiality, and customer service in all user interactions. • Fosters team collaboration through cross-training, workload balancing, and shared accountability for service outcomes. • Develops and maintains up-to-date support documentation, FAQs, and internal knowledge bases. • Collaborates with the Network, Operations, and Security teams to provide triage support for incidents that impact end-user services, ensuring timely coordination, communication, and escalation as needed. • Partners with the Infrastructure Services Manager to evaluate the impact of new technologies and recommend improvements to the user environment. Supervisory Responsibilities:Directly supervises two Support Specialists, providing leadership, mentoring, and performance management. Responsibilities include interviewing, hiring, and onboarding new staff; planning and delegating daily work; setting performance expectations; conducting evaluations; recognizing achievements; and addressing any disciplinary matters in compliance with company policy and applicable law.