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Lead Support Engineer Jobs (NOW HIRING)

Northern Trust

Sr Lead Support Engineer

Chicago, IL · On-site

REQ 108849 Production Support Engineer **** This is a Production Support role, and the candidate we ... As a support lead you will collaborate with Application Development teams to implement business ...

N0rg

Part-Time Lead Support Engineer

Manhattan, NY · On-site

$96.43 - $137.76/hr

About the role The Lead Support Engineer will oversee and perform day-to-day tasks in the IT management of small business environments. The ideal candidate is an L3 who is excited to grow into a more ...

N0rg

Part-Time Lead Support Engineer

Manhattan, NY · Remote

$70 - $100/hr

About the role The Lead Support Engineer will oversee and perform day-to-day tasks in the IT management of small business environments. The ideal candidate is an L3 who is excited to grow into a more ...

Northern Trust

Sr Lead Support Engineer

Chicago, IL · On-site

REQ 108849 Production Support Engineer **** This is a Production Support role, and the candidate we ... As a support lead you will collaborate with Application Development teams to implement business ...

Northern Trust Corp

$115 - $195/hr

REQ 108849 Production Support Engineer **** This is a Production Support role, and the candidate we ... As a support lead you will collaborate with Application Development teams to implement business ...

New

Northern Trust

Sr Lead Support Engineer

Chicago, IL

REQ 108849 Production Support Engineer **** This is a Production Support role, and the candidate we ... As a support lead you will collaborate with Application Development teams to implement business ...

Northern Trust Corp

Sr Lead Support Engineer

Chicago, IL · On-site

$115 - $195/hr

REQ 108849 Production Support Engineer **** This is a Production Support role, and the candidate we ... As a support lead you will collaborate with Application Development teams to implement business ...

Loricus, Inc.

Support Engineer

Independence, OH · On-site

Duties The support engineer's duties are to provide responsive support onsite and remotely, to ... To be able to escalate challenging issues after 30 minutes to 1 hour to the proper team lead or ...

Loricus, Inc.

Support Engineer

Independence, OH · On-site

Duties The support engineer's duties are to provide responsive support onsite and remotely, to ... To be able to escalate challenging issues after 30 minutes to 1 hour to the proper team lead or ...

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Lead Support Engineer information

See salary details

$42.5K

$123.8K

$180.5K

How much do lead support engineer jobs pay per year?

As of Aug 27, 2026, the average yearly pay for lead support engineer in the United States is $123,784.00, according to ZipRecruiter salary data. Most workers in this role earn between $102,500.00 and $135,000.00 per year, depending on experience, location, and employer.

What does a lead support engineer do?

A Lead Support Engineer oversees technical support teams, ensuring that customer issues are resolved efficiently and effectively. They act as a point of escalation for complex technical problems, mentor support staff, and help develop support strategies and processes. Lead Support Engineers also collaborate with other departments to improve products and services based on customer feedback. Their role is crucial in maintaining high customer satisfaction and continuous improvement within the support organization.

What are the key skills and qualifications needed to thrive as a lead support engineer?

To thrive as a Lead Support Engineer, you need deep technical expertise in troubleshooting, systems administration, and IT infrastructure, often backed by a degree in computer science or a related field. Familiarity with IT service management tools (like ServiceNow or Jira), cloud platforms, and relevant certifications such as ITIL or CompTIA are commonly required. Exceptional problem-solving, leadership, and communication skills help in managing teams and ensuring effective customer support. These skills are crucial for resolving complex issues efficiently, leading support teams, and maintaining high levels of customer satisfaction.

How does a lead support engineer typically collaborate with other departments to resolve complex technical issues?

A Lead Support Engineer often works closely with product development, quality assurance, and operations teams to address challenging technical problems that customers encounter. This collaboration may involve escalating unresolved issues, providing detailed technical feedback, and participating in cross-functional meetings to ensure timely and effective solutions. By acting as a bridge between support and engineering, the Lead Support Engineer ensures that customer feedback informs product improvements while maintaining high service standards. This role requires strong communication skills and the ability to coordinate across various teams to drive continuous improvement.
Lead Support Engineer jobs near you
Infographic showing various Lead Support Engineer job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 73% Full Time, 21% Part Time, and 5% Contract. Highlights an 88% Physical, 2% Hybrid, and 10% Remote job distribution, with an average salary of $123,784 per year, or $59.5 per hour.

Lead Support Engineer

Hill & Wilkinson General Contractors

Richardson, TX • On-site

Full-time

Medical, Dental, Life, Retirement, PTO

This job post has expired 1 day ago. Applications are no longer accepted.

Job description

What began in 1968 as a small venture has evolved into something far greater than we could have imagined. Our roots are humble, but our growth has been shaped by bold ideas, hard-earned lessons, and an unwavering belief in the power of people. We don't just honor our past, we build on it every day, inspired by the legacy behind us and the possibilities ahead.
At Hill & Wilkinson, we believe great companies are built by great teams. That's why we're always looking for driven, curious, and value-aligned individuals to help shape what's next. If that sounds like you, we'd love to hear your story.
Members of Hill & Wilkinson Benefits Program have access to the following benefits:
  • Health
  • Dental
  • Basic life insurance
  • Short-term disability (Exempt Employees Only)
  • Long-term disability (Exempt Employees Only)
  • 401(k) retirement plan
  • College 529 plan
  • Paid Holidays
  • Paid Vacations

Role: Lead Support Engineer
Position Summary
The Lead Support Engineer provides Tier I and Tier II technical support to all company employees and clients, ensuring that computer, mobile device, and technology-related issues are resolved promptly and effectively. This role serves as a technical leader within the support team, mentoring Support Engineers, promoting best practices, and helping team members develop their technical skills and overall effectiveness. The Lead Support Engineer is responsible for delivering exceptional customer service, maintaining high support standards, and contributing to the continuous improvement of IT support processes and procedures.
In addition to providing direct technical support, the Lead Support Engineer acts as a point of escalation for complex issues, assists with operational planning, and partners with IT leadership to improve service delivery, system reliability, and end-user experience.
Key Responsibilities
  • Provide Tier I and Tier II technical support for hardware, software, network, mobile device, and application-related issues.
  • Ensure timely resolution of support requests and escalate issues when appropriate.
  • Mentor and coach Support Engineers to enhance technical knowledge and customer service skills.
  • Assist in developing and documenting support processes, procedures, and knowledge base articles.
  • Monitor support ticket queues and help prioritize workloads to meet service level expectations.
  • Collaborate with other IT teams to resolve complex technical issues.
  • Support onboarding, training, and professional development initiatives for support staff.
  • Maintain a high level of customer satisfaction through effective communication and problem resolution.
  • Serve as the primary escalation point for advanced technical issues that cannot be resolved by frontline support staff.
  • Lead troubleshooting efforts for recurring or high-impact incidents and identify root causes.
  • Assist with scheduling, workload balancing, and daily operational coordination of the support team.
  • Monitor service metrics and identify opportunities to improve response times, resolution rates, and customer satisfaction.
  • Ensure support activities comply with company security policies, standards, and regulatory requirements.
  • Participate in system deployments, upgrades, migrations, and technology rollouts by providing end-user support and technical guidance.
  • Configure, deploy, maintain, and troubleshoot desktops, laptops, mobile devices, printers, and peripheral equipment.
  • Manage user accounts, permissions, and access requests in accordance with established security practices.
  • Coordinate with vendors and third-party support providers when necessary to resolve technical issues.
  • Participate in after-hours support or on-call rotations as required.
  • Recommend improvements to support tools, workflows, automation, and documentation to increase team efficiency.
  • Foster a collaborative, customer-focused team environment while promoting accountability and continuous learning.

Required Qualifications
  • Associate or bachelor's degree in information technology, Computer Science, or a related field, or equivalent work experience.
  • Five or more years of experience in IT help desk, desktop support, or technical support roles.
  • Two or more years of experience providing technical leadership, mentoring, or team coordination.
  • Strong knowledge of Windows operating systems and Microsoft 365 applications.
  • Experience supporting Active Directory, Microsoft Entra ID (Azure AD), Exchange Online, and endpoint management solutions.
  • Experience troubleshooting hardware, software, networking, VPN connectivity, printers, and mobile devices.
  • Working knowledge of TCP/IP networking, DNS, DHCP, wireless networking, and remote access technologies.
  • Experience with IT service management (ITSM) platforms and ticketing systems.
  • Excellent troubleshooting, analytical, and problem-solving skills.
  • Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users.
  • Ability to manage multiple priorities in a fast-paced environment while maintaining exceptional customer service.

Preferred Qualifications
  • Experience supporting cloud-based environments and SaaS applications.
  • Experience with Microsoft Intune, Autopilot, or other endpoint management platforms.
  • Familiarity with scripting or automation using PowerShell.
  • Experience working within ITIL-based service management practices.
  • Industry certifications such as CompTIA A+, Network+, Security+, Microsoft Certified, or ITIL Foundation are preferred.

Key Competencies
  • Technical leadership
  • Customer service excellence
  • Coaching and mentoring
  • Critical thinking and problem solving
  • Communication and interpersonal skills
  • Time management and prioritization
  • Process improvement
  • Team collaboration
  • Accountability and ownership
  • Adaptability and continuous learning

Physical Requirements
  • Ability to sit, stand, and work at a computer for extended periods.
  • Ability to lift and move computer equipment weighing up to 50 pounds.
  • Occasional travel between company locations (Richardson, Fort Worth, Temple & Austin) may be required.
  • In-Office environment with occasional work in server rooms or equipment closets.

Equal Opportunity Employer, including disabled and veterans.

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