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Become An Information Technology Technical Lead

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Working As An Information Technology Technical Lead

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $115,749

    Average Salary

What Does An Information Technology Technical Lead Do

Computer support specialists provide help and advice to people and organizations using computer software or equipment. Some, called computer network support specialists, support information technology (IT) employees within their organization. Others, called computer user support specialists, assist non-IT users who are having computer problems.

Duties

Computer network support specialists typically do the following:

  • Test and evaluate existing network systems
  • Perform regular maintenance to ensure that networks operate correctly
  • Troubleshoot local area networks (LANs), wide area networks (WANs), and Internet systems

Computer network support specialists, also called technical support specialists, usually work in their organization’s IT department. They help IT staff analyze, troubleshoot, and evaluate computer network problems. They play an important role in the routine maintenance of their organization’s networks such as performing file backups on the network. Maintenance can be performed daily, weekly, or monthly and is important to an organization’s disaster recovery efforts. Solving an IT problem promptly is important because organizations depend on their network systems. Network support specialists may assist the organization’s computer users through phone, email, or in-person visits. They often work under network and computer systems administrators, who handle more complex tasks.

Computer user support specialists typically do the following:

  • Pay attention to customers’ descriptions of their computer problems
  • Ask customers questions to properly diagnose the problem
  • Walk customers through the recommended problem-solving steps
  • Set up or repair computer equipment and related devices
  • Train users to work with new computer hardware or software, such as printers, word-processing software, and email
  • Provide other team members and managers in the organization with information about what gives customers the most trouble and about other concerns customers have

Computer user support specialists, also called help-desk technicians, usually provide technical help to non-IT computer users. They respond to phone and email requests for help. They can usually help users remotely, but they also may make site visits so that they can solve a problem in person.

Help-desk technicians may solve a range of problems that vary with the industry and the particular firm. Some technicians work for large software companies or for support service firms and must give instructions to business customers on how to use business-specific programs such as an electronic health records program used in hospitals or physicians’ offices. Sometimes they work with other technicians to resolve problems.

Other help-desk technicians work in call centers, answering simpler questions from non-business customers. They may walk customers through basic steps in re-establishing an Internet connection or troubleshooting household IT products such as a Wi-Fi router.

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How To Become An Information Technology Technical Lead

Because of the wide range of skills used in different computer support jobs, there are many paths into the occupation. A bachelor’s degree is required for some computer support specialist positions, but an associate’s degree or postsecondary classes may be enough for others.

Education

Education requirements for computer support specialists vary. Computer user support specialist jobs require some computer knowledge, but not necessarily a postsecondary degree. Applicants who have taken some computer-related classes are often qualified. For computer network support specialists, many employers accept applicants with an associate’s degree, although some prefer applicants to have a bachelor’s degree.

Large software companies that provide support to business users who buy their products or services often require a bachelor’s degree. Positions that are more technical are likely to require a degree in a field such as computer science, engineering, or information science, but for others, the applicant’s field of study is less important.

To keep up with changes in technology, many computer support specialists continue their education throughout their careers.

Certification

Certification programs are generally offered by vendors or from vendor-neutral certification providers. Certification validates the knowledge of and best practices required by computer support specialists. Companies may require their computer support specialists to hold certifications in the products the companies use.

Advancement

Many computer support specialists advance to other information technology positions, such as network and computer systems administrators and software developers. Some become managers in the computer support services department. Some organizations provide paths for support specialists to move into other parts of the organization, such as sales. For more information, see the profiles on network and computer systems administrators and software developers.

Important Qualities

Customer-service skills. Computer support specialists must be patient and sympathetic. They must often help people who are frustrated with the software or hardware they are trying to use.

Listening skills. Support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation.

Problem-solving skills. Support workers must identify both simple and complex computer problems, analyze them, and solve them.

Speaking skills. Support workers must describe the solutions to computer problems in a way that a nontechnical person can understand.

Writing skills. Strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as real-time web chat interactions.

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Information Technology Technical Lead jobs

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Information Technology Technical Lead Career Paths

Information Technology Technical Lead
Information Technology Manager Director Of Information
Chief Information Officer
11 Yearsyrs
Chief Information Officer Chief Operating Officer Co-Founder
Chief Technology Officer
11 Yearsyrs
Information Technology Director Senior Engineer Senior System Administrator
Data Center Manager
9 Yearsyrs
Senior Project Manager Senior Product Manager Senior Manager
Director Of Information
10 Yearsyrs
Technical Manager Senior Manager Director Of Information
Director Of Information Technology Services
12 Yearsyrs
Director Of Information Consultant Information Technology Manager
Director Of Technology And Services
11 Yearsyrs
Technical Manager Service Technician Network Administrator
Information Systems Manager
6 Yearsyrs
Chief Information Officer Management Consultant Information Technology Project Manager
Information Technology Director
10 Yearsyrs
Senior Business Analyst Information Technology Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Program Manager Management Consultant Senior Consultant
Information Technology Manager
8 Yearsyrs
Director Of Information Technical Project Manager Information Technology Manager
Infrastructure Manager
10 Yearsyrs
Program Manager General Manager Account Executive
Marketing Manager
6 Yearsyrs
Senior Project Manager Program Director Specialist
Operations Manager
7 Yearsyrs
Project Manager Consultant Senior Consultant
Program Manager
8 Yearsyrs
Senior Business Analyst Senior Consultant Information Technology Manager
Senior Information Technology Manager
10 Yearsyrs
Project Manager Program Manager
Senior Manager
10 Yearsyrs
Information Technology Project Manager Senior Project Manager
Senior Product Manager
9 Yearsyrs
Information Technology Manager Project Manager
Senior Project Manager
12 Yearsyrs
Information Technology Director Technical Consultant Solutions Architect
Solutions Manager
8 Yearsyrs
Information Technology Project Manager Director Of Information
Vice President Of Information Technology
12 Yearsyrs
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Average Length of Employment
Technical Manager 4.0 years
Technical Director 3.8 years
Technology Officer 3.7 years
Consultant 2.4 years
Top Employers Before
Consultant 6.9%
Manager 3.5%
Top Employers After
Consultant 6.0%
Director 2.6%

Information Technology Technical Lead Demographics

Gender

Male

74.2%

Female

23.3%

Unknown

2.4%
Ethnicity

White

70.1%

Asian

15.2%

Hispanic or Latino

11.2%

Unknown

2.4%

Black or African American

1.2%
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Languages Spoken

Spanish

36.0%

French

16.0%

German

10.0%

Italian

8.0%

Russian

6.0%

Mandarin

6.0%

Chinese

2.0%

Filipino

2.0%

Vietnamese

2.0%

Ukrainian

2.0%

Amharic

2.0%

Tigrinya

2.0%

Persian

2.0%

Hindi

2.0%

Polish

2.0%
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Information Technology Technical Lead Education

Schools

University of Phoenix

16.5%

Strayer University

7.4%

George Washington University

5.8%

Pennsylvania State University

5.8%

Drexel University

5.8%

Webster University

5.0%

Western Governors University

5.0%

Iowa State University

5.0%

Villanova University

4.1%

University of Houston

4.1%

Liberty University

4.1%

Capella University

4.1%

Northeastern University

4.1%

Wayne State University

3.3%

University of Cincinnati

3.3%

Northwestern University

3.3%

Illinois State University

3.3%

University of Pennsylvania

3.3%

University of Maryland - College Park

3.3%

American InterContinental University

3.3%
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Majors

Business

19.7%

Computer Science

17.4%

Computer Information Systems

8.6%

Information Technology

8.1%

Management Information Systems

5.7%

Electrical Engineering

5.1%

Management

4.9%

Information Systems

3.8%

Computer Engineering

3.4%

Finance

3.1%

Project Management

2.8%

Computer Networking

2.8%

Accounting

2.3%

Communication

2.2%

Computer Systems Security

2.2%

Education

1.8%

Computer Applications

1.8%

Mechanical Engineering

1.7%

Economics

1.4%

Marketing

1.4%
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Degrees

Bachelors

46.7%

Masters

27.4%

Other

13.9%

Associate

8.6%

Certificate

1.7%

Doctorate

1.4%

Diploma

0.5%
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Job type you want
Full Time
Part Time
Internship
Temporary

Real Information Technology Technical Lead Salaries

Job Title Company Location Start Date Salary
IT Integration Lead CSL Behring L.L.C. King of Prussia, PA Feb 01, 2015 $275,000
IT SD Lead (M&A) Littelfuse, Inc. Chicago, IL Sep 03, 2015 $142,501
IT Technical Lead Philips Electronics North America Corporation Alpharetta, GA Jan 08, 2016 $140,000
IT Lead, SAP Security Purdue Pharma L.P. Stamford, CT Apr 14, 2015 $137,430
SAP IT SD OTC Lead Novartis Services Inc. Fort Worth, TX Apr 01, 2016 $136,274
IT Technical Lead Philips Electronics North America Corporation Andover, MA Aug 01, 2015 $135,407
IT Lead VIMO, Inc. DBA Getinsured.Com Mountain View, CA May 25, 2016 $135,000
IT Technical Application Lead Abbott Laboratories Waukegan, IL Apr 03, 2016 $133,000
IT Technical Lead Nypro, Inc., A Jabil Company Clinton, MA Jul 27, 2016 $132,039
IT Technical Lead UL LLC Northbrook, IL Jan 02, 2015 $131,500
IT Technical Lead Philips Electronics North America Corporation Andover, MA Dec 03, 2016 $130,000
IT Technical Lead Philips Electronics North America Corporation Andover, MA Sep 22, 2015 $129,796
IT Technology Team Lead/Project Manager II Consumers Energy Company Jackson, MI Mar 02, 2015 $129,600
IT Ecommerce Technical Lead DSW, Inc. Columbus, OH Jun 16, 2016 $125,000
Design and Development IT Technical Lead AIG Employee Services, Inc. New York, NY Oct 17, 2016 $115,000
IT Technical Lead Multiplan, Inc. New York, NY Apr 01, 2015 $115,000
IT Technical Lead Cetera Financial Group El Segundo, CA Nov 05, 2016 $114,837
IT Analytics & BI Lead Lowe's Companies, Inc. Mooresville, NC Aug 29, 2016 $114,209
IT Technical Lead Avery Dennison Corporation Westborough, MA Nov 14, 2016 $113,883
Smts-It Proj Mgt(Lead System Consultant) Cellco Partnership Irving, TX Feb 11, 2015 $113,691
IT Technical Lead Philips Electronics North America Corporation Andover, MA Sep 22, 2015 $112,632
IT Technical Lead Jabil Circuit, Inc. Saint Petersburg, FL Jun 10, 2015 $112,580
Mobile Development IT Lead Monsanto Company Chesterfield, MO May 27, 2015 $103,272 -
$126,800
IT SR Tech Lead Hewitt Associates LLC Lincolnshire, IL Jun 05, 2015 $103,199
IT Solution Lead IBM India Private Limited Florham Park, NJ Jan 05, 2015 $102,840
IT Solution Lead IBM India Private Limited Florham Park, NJ May 01, 2015 $102,840
IT Technical Specialist Lead Abbvie Inc. North Chicago, IL Dec 05, 2016 $102,000
IT Lead Galaxe.Solutions, Inc. Detroit, MI May 07, 2016 $102,000
IT Technical Lead Jabil Circuit, Inc. Saint Petersburg, FL Feb 09, 2016 $101,779

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Top Skills for An Information Technology Technical Lead

HardwareNetworkInfrastructureWindowsXPCustomerServiceProceduresComplianceWebDeliveryArchitectureDatabaseActiveDirectoryStrategySQLServerDesktopSupportProjectManagementAuditPCResourceBackupERP

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Top Information Technology Technical Lead Skills

  1. Hardware
  2. Network Infrastructure
  3. Windows XP
You can check out examples of real life uses of top skills on resumes here:
  • Assist internal customers in the acquisition of new hardware and software products, as required.
  • Analyze and redesign network infrastructure to the company s business units to improve network connectivity.
  • Maintained Dell workstations and laptops for over 2000 customers using Windows XP and servers running Windows 2000 Professional.
  • Provided outstanding customer service to government customers while performing requested services.
  • Defined standard operating procedures, build recommendations and projects plans for capacity planning and change control.

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