IT Support Team Lead

About the role

The IT Team Lead serves as the operational leader for the assigned IT support team, providing direction, mentorship, technical guidance, and day-to-day oversight to team members while supporting IT management in achieving organizational objectives. This role is responsible for coordinating daily operations, monitoring team performance, ensuring service excellence, and maintaining compliance with established policies, procedures, and service level commitments. Are you looking for a career in a dynamic organization that embraces a can-do spirit? Look no further than Maricopa County's Enterprise Technology & Innovation! We are a team that prides ourselves on leveraging technology to create digital transformations. We look for ways to bring about innovative solutions while providing top-notch customer service. Apply today and become part of the team that makes a lasting impact on the future of technology at Maricopa County. Proud to Offer Work with a greater purpose Tuition reimbursement Exceptional work-life balance, with hybrid and alternative work schedule options Opportunities for growth and development within Maricopa County Low-cost, high-value healthcare for you and your qualifying dependents Child care benefits, including access to our on-site center, Maricopa County Kids Club , dedicated to serving Maricopa County families Paid vacation, sick time, and parental leave Extensive wellness program, including an incentive Enrollment in the Arizona State Retirement System, a defined retirement benefit requiring a 12% monthly contribution rate that includes a 100% employer match on Day 1 Want to learn more about the County's Qualifying and Compensation Philosophy? Follow this link to learn more! Work With Us | Maricopa County, AZ We Require Five years of related work experience providing Tier 1 IT customer support for a wide variety of Tier 1 support activities, including password and account resets, remote and VPN access troubleshooting techniques High School diploma or GED A combination of post-secondary education and/or job-related experience may substitute for the minimum qualifications on a year-for-year basis. We Also Value Associate's degree in Information Technology, Computer Information Systems, Business Administration, or related field Five years of experience with reporting and analytics on the ServiceNow platform Team Lead experience within a help desk environment Endpoint solution experience Certification as a Microsoft Professional, CCNA, A+, and/or Server+ Certification in ITIL Foundations and/or Lean IT Job Contributions Responsible for coordinating the CSC's daily operations, monitoring team performance, ensuring service excellence, and maintaining compliance with established policies, procedures, and service level commitments Monitors and takes action to improve agent first-level resolution, ticket management, average handling time, ticket routing accuracy, and service quality measures Provide backup support to agents across phone, self‑service, chat, and email channels as needed. The Team Lead will assist with the queue and handle tickets as needed to ensure operations run at the highest level Maintains high communication with customers on support requests, escalations, and resolution status Conducts quality assurance audits of service desk interactions, ticket management, soft skills, and adherence to established procedures. Delivers agent performance feedback through regular one-on-one coaching sessions Maintains and enhances knowledge management resources to improve service consistency and reduce knowledge gaps Provide after‑hours on‑call support for agents and ensure timely completion of the morning health checks. Coverage and support require flexibility and, in some cases, overtime Monitors service desk dashboards and analyzes key performance indicators (KPIs) on a daily, weekly, and monthly basis Reviews and distributes enterprise-wide communications related to planned maintenance activities and major incidents Working Conditions Exerting up to 20 lbs. occasionally, 10 lbs. frequently, or negligible amounts constantly OR requires walking or standing to a significant degree Position is typically office or administrative work and is not substantially exposed to adverse environmental conditions Selection Procedure Consideration will only be given to candidates who submit online applications Candidates will be contacted primarily through email and their Workday online application profile Must pass a pre-employment background and/or fingerprint

Benefits

Additional Information

Posting Date 06/18/26 Application Deadline 06/21/26 Pay Range $26.75 - $41.50 hourly Salary offers are based on the candidate's equivalent experience and internal equity with other employees within the same job classification. The position is eligible for overtime compensation for all hours worked over 40 in the designated workweek. Job Type Unclassified Department Enterprise Technology

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Company Intel

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