IT User Support Specialist Lead
The IT User Support Specialist Lead leads the day-to-day technical support to employees for a range of hardware and software related systems. This job trains, delegates and reviews the work of lower level IT User Support Specialists. This job also handles escalated issues that require advanced knowledge of User IT Support operational procedures and tools.
Key Responsibilities and Duties
- Monitors lower level IT User Support Specialists to ensure effective and time resolution of users’ problems, queries or complaints.
- Solves escalated issues by utilizing knowledge of hardware, software, operating systems, network configuration, server interaction, diagnostics and troubleshooting.
- Confers with end users to resolve incidents and fulfill requests through support via in-person, phone, or remote methods.
- Installs/removes/configures hardware and software.
- Ensures that plans are in place for responding to situations such as service outages.
- Assists in hardware and software evaluation and recommends upgrades or improvements to IT infrastructure.
- Coaches team members on addressing user questions and assists with the most complex issues.
Minimum Qualifications
- 3 years of professional experience
- Basic knowledge and understanding of operating systems, networks, applications, and hardware
Preferred Qualifications
- 5+ years of experience supporting enterprise technology
- Prior background in technical support, customer service, or related field
- Strong communication and interpersonal skills desired
Educational Requirements
- Vocational and/or Technical Education Preferred
Physical Requirements
- Physical Requirements: Sedentary Work
Career Level
4IC
Posting end date - 8/15/26
Skills Required
- 3 years of professional experience
- Basic knowledge of operating systems, networks, applications, and hardware
- 5+ years of experience supporting enterprise technology
- Prior background in technical support or customer service
- Strong communication and interpersonal skills
- Vocational or technical education
EverBank Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about EverBank and has not been reviewed or approved by EverBank.
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Fair & Transparent Compensation — Pay is often positioned as fair-to-good, including being competitive for certain roles and local markets. Satisfaction appears stronger in specific teams where compensation aligns with expectations.
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Wellbeing & Lifestyle Benefits — Well-being extras are emphasized, including a Lifestyle Spending Account for eligible wellness expenses alongside wellness resources and an EAP. These features can increase perceived total rewards value beyond base pay.
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Retirement Support — Retirement support is framed around a 401(k) match up to 4% with additional insurance protections. The structure is described as competitive for a mid-size bank, even if not best-in-class.
EverBank Insights
What We Do
EverBank is a nationwide specialty bank providing high-value products and services to consumer and commercial clients nationwide. As a pioneer in online banking, we offer convenient digital account access for clients 24/7, in addition to phone banking services and a network of financial centers across Florida. EverBank’s commitment is to deliver our clients high-performing, high-yield solutions backed by exceptional service, giving them the advantage they expect, to make the most of their money.
