Technical Support Lead

Location: Jacksonville, FL 32256 (100% onsite)
Employment Type: Direct Hire (Permanent)
Schedule: Monday-Friday, standard business hours

This is an opportunity for a hands-on IT Support Lead who enjoys being close to the action while leading a small, collaborative support team. You won't be sitting on the sidelines - you'll be guiding the team, stepping into escalations, and setting the tone for excellent support every day.

If you thrive in environments where leadership and technical problem-solving go hand in hand, this role offers visibility, ownership, and real impact.

• 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

• 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)
• Experience with contact-center platforms (e.g., Talkdesk) is a plus
• Ability to work fully onsite and be visible, accessible, and engaged with the team

• Direct-hire stability with benefits
• Clear ownership and visibility within the support organization
• A team-focused environment where your mentorship matters
• The chance to make an immediate, measurable impact on service quality
• A strong foundation for growth within support leadership

If you're a hands-on support leader who enjoys mentoring others, solving real problems, and being part of a collaborative onsite team, we'd love to hear from you.

Dexian stands at the forefront of Talent + Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority-owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting-edge technologies to deliver comprehensive global services and support.

Dexian connects the right talent and the right technology with the right organizations to deliver trajectory-changing results that help everyone achieve their ambitions and goals.To learn more, please visit https://dexian.com/.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.