The Functionary is hiring an IT Support Team Lead to provide technical expertise and leadership to a high-performing support team. The role involves troubleshooting technical issues, mentoring team members, and delivering exceptional customer experiences. The ideal candidate has 3-5 years of IT Help Desk experience and 1-2 years of team lead experience.
Key Highlights
Key Responsibilities
Technical Skills Required
Benefits & Perks
Job Description
🚀 We're Hiring! | Player Coach (IT Support Team Lead) 🚀
🌟 Take your IT career to the next level by combining technical expertise with leadership!
The Functionary is looking for an experienced Player Coach (IT Support Team Lead) who enjoys solving technical challenges while mentoring and developing a high-performing support team.
If you're passionate about technology, coaching others, and delivering an exceptional customer experience, we'd love to hear from you!
🎯 What You'll Do
💻 Provide hands-on IT support via phone, chat, and ticketing systems.
🔑 Troubleshoot Windows, hardware, software, and Active Directory issues.
🔐 Unlock user accounts and reset passwords.
📋 Accurately document incidents and resolutions in the ticketing system.
👥 Lead, mentor, and coach a team of IT Support professionals.
📈 Monitor KPIs, quality metrics, and team performance.
🎓 Conduct one-on-one coaching sessions and support employee development.
⚡ Handle technical escalations and improve operational processes.
🤝 Collaborate with leadership to optimize workflows and service delivery.
✅ What We're Looking For
Interested in remote work opportunities in IT & Network Engineering? Discover IT & Network Engineering Remote Jobs featuring exclusive positions from top companies that offer flexible work arrangements.
✔️ 3–5 years of IT Help Desk or Technical Support experience.
✔️ 1–2 years of Team Lead, Supervisor, or Coaching experience.
✔️ Experience supporting Windows environments and Microsoft technologies.
✔️ Active Directory account management and password reset experience.
✔️ Experience using ticketing systems (Freshservice or similar).
✔️ Excellent troubleshooting and problem-solving skills.
✔️ Strong customer service and communication skills.
✔️ Advanced English level (C1).
🌎 Position Details
🏠 100% Remote
🌍 Position open to candidates located in:
🇬🇹 Guatemala
🇸🇻 El Salvador
🇭🇳 Honduras
🇨🇴 Colombia
🗓️ Schedule: Full-time availability required. Exact schedule will be provided later in the process.
💰 Salary: TO BE DISCLOSED UPON CONTACT
Browse our curated collection of remote jobs across all categories and industries, featuring positions from top companies worldwide.
📋 Contract Type: Independent Contractor (Freelancer)
🗣️ English: Advanced (C1)
📩 Ready to Apply?
Submit your up-to-date resume in English
📱 WhatsApp: +1 (945) 888-0926
📧 Email: jaime.huezo@thefunctionary.com
We look forward to meeting talented professionals ready to grow with us!
❓Pre-Screening Questions (Yes / No)
1️⃣ Do you have 3 or more years of experience providing IT Help Desk or Technical Support?
2️⃣ Do you have at least 1 year of experience leading, coaching, or supervising a technical support team?
3️⃣ Have you worked with Active Directory, including unlocking accounts and resetting passwords?
4️⃣ Do you have experience working with ticketing systems such as Freshservice, ServiceNow, Zendesk, Jira Service Management, or similar?
5️⃣ Are you comfortable working full-time remotely and communicating professionally in advanced English (C1)?
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