Job Title: Senior Information Systems (IS) Technical Support Lead

About Us

With a rich 53-year history, Global Roofing Group has established itself as a USA Top 20 leading commercial roofing contractor, specializing in roofing, waterproofing, and wall panels. Our commitment to delivering top-quality building envelope solutions extends to clients in the USA, Central America, and South America. Fueled by an unwavering dedication to excellence, innovation, and customer satisfaction, we have garnered a distinguished reputation in the industry.

Position Overview:

The Information Systems (IS) Senior Technical Support Lead is a critical role responsible for ensuring that employees across the company are equipped with the skills and knowledge needed to leverage key tools and technologies. Reporting to the CIO, this role combines advanced technical support with structured training programs, leadership in IT operations, and mentoring. You will take a lead role in driving ticket resolution and guiding team members, while playing a vital part in the adoption of Microsoft 365 tools, including Microsoft CoPilot, Teams, Outlook, and Viva. This position also has the potential for future leadership growth.

Benefits

No cost to employee health insurance plan available.
Dental, Vision and 401K matching.
Gym Membership, one on one Nutrition and gym coach
Paid Time Off
Ongoing training and professional development opportunities.
Supportive and collaborative work environment.
Opportunity to make a significant impact and advance your career in the commercial building envelope industry.

Responsibilities:

Lead Technical Support & Weekly Ticket Resolution:
Serve as the senior technical resource responsible for driving weekly ticket resolution in partnership with the IS Support Coordinator.
Prioritize and handle user issues, coordinating with both internal teams and the outsourced Managed IT partner to ensure efficient and seamless resolution.
Provide leadership and guidance to internal IT staff, focusing on improving their technical skills and developing a culture of continuous improvement.
Mentor junior team members, helping them grow in both technical proficiency and operational responsibilities.
Offer coaching and development opportunities for the IT support team, ensuring that team members are empowered to resolve issues effectively and meet SLAs.

Training Program Development & Delivery:

Design and deliver structured training programs for company employees, ensuring they have access to both personal (1:1 and group) and self-paced learning opportunities.
Lead the adoption of Microsoft 365 tools, with a focus on improving individual and team performance through advanced usage of Teams, Outlook, Viva, and CoPilot.
Evaluate and integrate third-party training materials and trainers where appropriate.
Ensure role-based learning journeys are defined and accessible in the company’s LMS.

Employee Onboarding & Upskilling:

Develop comprehensive onboarding programs for new hires to ensure they are fully equipped with the knowledge and skills to succeed within their first 90 days.
Create ongoing upskilling programs focused on continuous improvement of employee IT skills.

Technology Transition & Adoption Support

Support the company’s major technology transitions (e.g., RingCentral/Gmail to Microsoft Teams/Outlook) as well as incremental feature and capability rollouts
Provide coaching and troubleshooting to ensure a smooth transition, addressing any user frustrations or technical issues post-launch.

Tracking & Reporting:

Take ownership of weekly ticket resolution KPIs, ensuring that all ticket-related metrics are tracked and reported. This includes overseeing ticket volumes, resolution times, and escalation rates to drive continuous improvement in responsiveness and SLA performance.
Collaborate with the IS Support Coordinator and the outsourced Managed IT partner to ensure seamless handling of tickets, and proactively address any issues that impact SLA adherence.
Report weekly on ticket performance to leadership, identifying trends and making recommendations for process improvements.
Work closely with the VP of People Development and leverage LMS engagement tracking systems to measure and report on employee engagement, training effectiveness, and skills improvement.
Drive continuous improvement in training programs based on employee feedback, engagement metrics, and ticket resolution data.

Qualifications

Technical Expertise:

8+ years of experience in IT support with advanced knowledge of Microsoft 365 (Teams, Viva, Outlook, CoPilot).
Strong proficiency in network engineering, including firewall/router/AP configuration and troubleshooting.
Familiarity with corporate applications like Salesforce, Acumatica, and Bluebeam is preferred.

Training & Coaching:

Proven track record in developing and delivering technical training programs, both 1:1 and in groups.
Experience with LMS platforms and defining role-based learning journeys.
Strong mentorship and leadership skills, focused on guiding internal IT teams.

Soft Skills

Excellent communication, collaboration, and problem-solving skills.
Ability to manage multiple priorities, provide guidance under pressure, and drive performance improvements across the team.

Desired Skills:

Microsoft Certified Trainer (MCT), Microsoft Certified Azure Engineer, and Microsoft Certified Network Engineer (or similar) are highly desirable.
Prior first-line management experience is beneficial but not required; potential for leadership as the team grows.

Education:

Bachelor’s degree in Information Systems, IT, Business Administration, or related field/equivalent experience.

Global Roofing Group

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