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Dexian · 3 weeks ago

Technical Support Lead

Jacksonville, FL

Full-time

Onsite

Mid, Senior Level

$55K/yr - $70K/yr

2+ years exp

Dexian is a leading technology and professional staffing company with a global presence. They are seeking a hands-on IT Support Lead to mentor and lead a small support team while managing escalations and ensuring excellent service quality.

ConsultingHuman ResourcesInformation TechnologyProfessional ServicesStaffing Agency

H1B Sponsor Likely

Responsibilities

Mentor and Lead and support a team of 7-8 Tier I & Tier II support associates

Serve as the go-to escalation point for complex technical and user issues

Stay hands-on during high-volume periods, resolving tickets and helping the team stay ahead of demand

Run daily stand-ups, one-on-ones, coaching sessions, and performance feedback

Monitor ticket queues, workflows, SLAs, and overall support quality

Ensure consistent documentation, ticket hygiene, and knowledge-base usage

Partner with internal teams to drive fast resolution and prevent repeat issues

Support onboarding, training, and continuous improvement initiatives

Qualification

Technical problem-solvingPeople leadershipTroubleshooting skillsJiraCoachingService desk experienceContact-center platformsCommunication skillsCritical thinking

Required

2-3+ years of experience in a support lead or Tier II lead role

Direct people leadership experience (supervising, coaching, accountability)

Comfort balancing leadership responsibilities with hands-on ticket work

Experience owning and resolving escalations end-to-end

Strong troubleshooting, critical-thinking, and communication skills

Experience working in a service desk, call-center, or high-volume support environment

Familiarity with Jira or similar ticketing/workflow tools (required)

Ability to work fully onsite and be visible, accessible, and engaged with the team

Preferred

Experience with contact-center platforms (e.g., Talkdesk)

Benefits

Direct-hire stability with benefits

Company

Dexian

Glassdoor3.5

Dexian provides services for staffing, talent development, and consulting, with a focus on technology, finance, and project management.

Founded in 1994

Mclean, Virginia, USA

1001-5000 employees

https://dexian.com

H1B Sponsorship

Dexian has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

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Trends of Total Sponsorships

2025 (65)