Title:  Level 4.5 Lead – ITSC
Location: Rio Rancho, New Mexico 87124
Duration: 3 months (Temp to hire)
Shift:  1st shift


Job Description: 
Position Overview
The Level 4.5 Lead – ITSC is a senior support role responsible for providing technical leadership, team guidance, and hands-on support within the ITSC environment. This position requires prior lead or supervisory experience, excellent communication skills, and the ability to develop strong working relationships with client leadership and Client management. The Lead will oversee escalations, maintain process compliance, and help drive continuous improvement across the team.

Leadership Responsibilities

• 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.
• Participate in leadership meetings with the Client.
• 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.
• Operational & Technical Duties
• 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.
• Cross-train with other Leads and provide coverage for CORE Leads when needed.
• Adhere to required onsite presentation standards, including wearing a black collared technician shirt.
• Take on additional responsibilities as assigned to support ongoing client needs and operational improvements.
• Requirements
• 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.

 
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 25.00/hr.