{"id":2997679,"url":"https://alion.io/job/sbm-management-services-it-support-lead","title":"IT & Support Lead","company":{"id":3856819,"name":"SBM Management Services","domain":"sbmmanagement.com","url":"https://alion.io/company/sbm-management-services","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":80,"open_postings":475,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":19,"computed_at":"2026-10-25T05:49:26Z"}},"role":"Solutions","role_family":"Solutions","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Sacramento, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":80000,"max":85000,"currency":"USD","period":"year","gross":null,"usd_annual":85000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-07-29T00:00:00Z","employer_posted_date":"2026-07-29","last_verified_at":"2026-10-25T04:45:45Z","board_verified":true,"closed_at":null,"days_open":88,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":88},"description":"Title:\nIT & Support LeadJob Description:\nCompensation: $80,000-$85,000 per year\nJob Overview\nThe IT & Support Lead is responsible for providing advanced technical support while serving as the primary lead for the IT Support and Mobile Implementation teams. This role combines Tier III technical support, implementation leadership, asset management, and team coordination to ensure high-quality service delivery across the organization.\nThe IT & Support Lead serves as the technical escalation point, mentors support technicians, helps coordinate daily support operations, and partners with leadership to drive continuous improvement. This position is responsible for monitoring team performance, communicating operational trends, and providing regular updates to leadership while remaining actively engaged in day-to-day technical support and implementation activities.\nRoles & Responsibilities\nTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned.\nTechnical Support & Team Leadership\nServe as the primary escalation point for complex IT support issues.\n\nProvide Tier II and Tier III support for desktops, laptops, mobile devices, applications, accounts, networking, and 4insite platforms.\n\nAssist with daily ticket distribution and workload balancing across the support team.\n\nCoach and mentor support technicians by providing technical guidance, training, and knowledge sharing.\n\nReview ticket quality and ensure documentation standards are maintained.\n\nIdentify recurring issues and recommend long-term solutions and process improvements.\n\nEscalate operational risks, staffing concerns, customer-impacting issues, and support trends to the IT Services Manager.\n\nImplementation & Customer Support\nCoordinate technical implementation activities for new clients, sites, and mobile deployments.\n\nSupport customer onboarding, site profiling, hardware deployment, and technical readiness.\n\nDevelop and maintain implementation schedules while ensuring project milestones are met.\n\nDeliver end-user training and provide post-implementation support to ensure successful adoption.\n\nServe as the liaison between Support, Implementation, Operations, and other business teams.\n\nAsset & Mobile Device Management\nOversee lifecycle management of mobile devices and IT assets.\n\nConfigure and deploy hardware, software, and mobile devices using MDM solutions.\n\nMonitor asset assignments and reconcile inventory records.\n\nCoordinate equipment recovery for terminated or transferred employees.\n\nWork directly with mobile carriers and vendors to resolve billing, service, and inventory issues.\n\nMonitor inactive devices and ensure appropriate follow-up with leadership.\n\nOperations & Reporting\nTrack support metrics, implementation progress, and operational performance.\n\nPrepare recurring reports for leadership on ticket trends, asset utilization, implementation status, customer issues, and team performance.\n\nMaintain and improve SOPs, knowledge articles, technical documentation, and training materials.\n\nSupport special projects and continuous improvement initiatives.\n\nParticipate in on-call support and occasional travel as business needs require.\n\nQualification\nTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.\nEducation and/or Experience\nAssociate's degree in Information Technology, Computer Science, or related field, or equivalent work experience.\n4-6 years of progressive IT support, implementation, or systems administration experience.\nExperience supporting enterprise mobile devices, MDM platforms, and end-user technologies.\nPrevious experience mentoring or leading technical teams preferred.\nCertificates, Licenses, Registrations\nPreferred Certifications:\nCompTIA A+\n\nNetwork+\n\nSecurity+\n\nMay be required to have a valid driver’s license\n Knowledge, Skills, and Abilities\nAdvanced troubleshooting skills across Windows, Microsoft 365, Active Directory, mobile devices, networking, and enterprise applications.\nStrong understanding of IT service management and ticketing systems.\nExperience with Mobile Device Management (MDM) platforms.\nExcellent communication, organization, and customer service skills.\nAbility to prioritize multiple projects in a fast-paced environment.\nStrong analytical and problem-solving skills.\nAbility to train, mentor, and support team members while fostering a collaborative work environment.\nExceptional organizational and time management skills, with the ability to manage multiple projects, competing priorities, and deadlines simultaneously.\nStrong attention to detail and commitment to maintaining accurate documentation, reporting, and asset records.\nSupervisory Responsibilities\nCarries out management responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Additionally, ensure that all employees are properly trained on tasks and safety equipment.\nPhysical Demands & Work Environment\nThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit. The employee is frequently required to walk and use hands to finger, handle, or feel. The employee is occasionally required to stand.\nThe work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet.\nBenefits:\nSBM offers comprehensive benefit packages. For information about SBM's benefits, please visit SBM's website at:\nwww.sbmmanagement.com/careers Careers - SBM\nSBM Management Services, LP and its affiliates are proud to be equal opportunity workplaces. We are committed to equal employment opportunity regardless of race, sex, color, ancestry, religion, national origin, sexual orientation, citizenship, age, marital status, disability, gender identity, Veteran status, or other legally protected status.","description_format":"text","description_chars":6749,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"associate","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Facilities Management"],"lifecycle":[{"event":"open","at":"2026-10-21T11:16:40Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"Filed H-1B visas in the last two years","filings_12m":0,"filings_prev_12m":1,"green_card_filings_12m":0,"median_offered_wage_usd":null,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":9,"band":"cold","label":"Long shot","p_open":1,"p_active":0.338,"p_room":0.28,"age_days":88,"expected_fill_days":19,"reasons":["conf:1","stale_co","velocity","win:tail","crowd:brand"],"computed_at":"2026-10-25T05:49:26Z"},"pay":{"stated_usd_annual":85000,"is_top_pay":false},"html_url":"https://alion.io/job/sbm-management-services-it-support-lead","json_url":"https://alion.io/job/sbm-management-services-it-support-lead.json","meta":{"generated_at":"2026-10-25T06:05:58Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":8336,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3856819},"rest":"https://alion.io/mcp/rest/get_company?id=3856819"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsbm-management-services-it-support-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsbm-management-services-it-support-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsbm-management-services-it-support-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/sbm-management-services-it-support-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsbm-management-services-it-support-lead"}]}