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 relative work experience
- Prior experience in a technical support role
Preferred Qualifications
- 5 years of related work experience
- Detailed knowledge of ticketing systems such as Ivanti, Remedy, or similar
Educational Requirements
- Vocational and/or Technical Education Preferred
Physical Requirements
- Physical Requirements: Sedentary Work
Career Level
4IC
Posting end date: 11/10/25
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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.
