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Emery Sapp & Sons, Inc. · 5 hours ago

IT Support Lead

Kansas City, MO

Full-time

Onsite

Mid, Senior Level

3+ years exp

Emery Sapp & Sons is seeking an IT Support Lead to provide leadership and oversight for IT Support Specialists. This role ensures consistent service delivery and supports strategic initiatives while mentoring team members and improving workflows.

Building MaterialReal Estate

Responsibilities

Serve as the first point of escalation for IT Support Specialists and assist with resolving complex technical issues

Prioritize and assign incoming incidents, service requests, and field support tasks to ensure timely resolution

Provide coaching, feedback, and day-to-day guidance to Specialists, reinforcing support standards and expectations

Support onboarding, training, and development of new IT team members

Own Problem Management processes (recurring issues, root cause analysis, solutions)

Support SLAs, customer satisfaction goals, and continuous service improvement

Maintain and improve support documentation, including SOPs, knowledge base articles, and runbooks

Support periodic inventory audits, hardware lifecycle planning, and asset reconciliation

Assist with complex field support needs and coordinate Specialists’ dispatch to job sites as necessary

Collaborate with the IT Support Manager and other IT teams to support rollouts, upgrades, and strategic projects

Represent IT Support in cross-functional discussions when required

Partner with the IT Support Manager on reporting KPIs, OKRs, and team performance metrics

Other duties as assigned

Qualification

IT support experienceWindowsMacOSMicrosoft 365Hardware troubleshootingNetworking fundamentalsMentoring support personnelRoot cause analysisProblem-solvingITIL processesCompTIA certificationsMicrosoft certificationsAnalytical skillsDelegation