Lead Technician, End User Support

Job Summary: The End User Support (EUS) Lead Technician acts as an agent for the continuous, effective operation of corporate systems in the T-Mobile US Enterprise, ensuring connectivity and delivering world-class customer service in a prompt and professional manner. The Lead serves as a liaison between the EUS organization and cross-functional T-Mobile teams, managing all 3rd-level escalations while ensuring operational documentation, processes, and standards are defined and communicated across the organization. Specialized expertise is expected across client technologies, telecom, executive support, applications, operating systems, security protocols, networking, and emerging AI tools and platforms. The Lead is responsible for coaching and supporting EUS staff across all T-Mobile US sites, driving both technical excellence and a culture of continuous learning. A working familiarity with AI-powered productivity tools and automation is increasingly essential to this role as T-Mobile advances its enterprise technology landscape. Key Responsibilities: Manage Incidents, Problems, and Request assigned to the EUS organization that are escalations from within the EUS organization related to client hardware repair/provision, installing/fixing approved desktop applications, repair of desktop operating systems, network related issues, or issues related to phones and headsets. Actively contribute by creating Knowledge Base Articles as well as reviewing and approve Knowledge Base articles submitted by the EUS organization. As a subject matter expert identify trends with incidents, diagnose problems, create problem records, and follow through by owning the problem through to resolution. Act as Liaison between EUS team and other departments within Technology and Engineering, understanding the tools as well as AI technology to drive data driven decisions and process used within the other organizations, and ensure the EUS organization has the tools it needs to ensure EUS success in supporting the organization.

Ensure local site operations are adhering to EUS standards, while leading other EUS staff in local site operations. Must-Have Skills & Experience: 5+ years across Windows and macOS environments, enterprise applications, identity and access management, and endpoint technologies. 5+ years in advanced service desk, desktop, or enterprise IT support environments Problem Solving : Proven expertise in troubleshooting enterprise technologies, applications, devices, and access issues Communication : Strong verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical audiences Leadership : Experience leading or mentoring technical teams in fast-paced, high-volume environments Nice-to-Have Skills: AI-driven automation or agentic AI experience in IT support BI reporting and analytics tools experience Certifications: ITIL, Six Sigma, Lean, Agile, KCS Education: Bachelors degree in business management, Computer Science, or related field OR equivalent combination of education and experience