IT Support Lead

Department: Information Technology Reports To: Director of Information Technology Position Type: Full-Time Location: On-Site Position Overview Koury Corporation is looking for an IT Support Lead to serve as our Tier 2 hands-on technician and escalation point. In this role, you'll be the person our frontline IT support staff turns to when a problem is too complex, recurring, or unusual for a quick fix. You'll support both our corporate headquarters and our local hotel properties. Beyond troubleshooting tough issues, a major focus of this role is making our frontline team successful: writing practical, step-by-step guides so they can solve issues on the first call, coaching them on troubleshooting methods, and keeping third-party vendors accountable until issues are truly fixed with clear root causes identified. What You'll Do: Answer help desk calls, reply to tickets, and assist walk-up users with everyday tech problems. Take ownership of complex tickets passed up from frontline technicians across corporate and hotel teams. Write and maintain clear step-by-step guides so Tier 1 staff can resolve common issues on the first call. Manage support tickets with third-party vendors (POS, hotel PMS, internet providers) until issues are fully resolved and root causes are identified. Track repeat issues across all properties and implement lasting fixes. Coach frontline technicians on troubleshooting steps, customer service, and ticket documentation. Travel locally between Greensboro properties for hands-on repairs, hardware setups, and network closet checks.