IT Team Lead

The Team Lead will manage a team of 4-6 help desk technicians, serve as the primary technical point of contact for our clients, and assist with project work. This position is ideal for someone who combines advanced troubleshooting skills with strong leadership and a commitment to delivering VIP-level client service. Approximately 30% of the role is spent at client sites., * Lead, mentor, and support a team of 4-6 help desk technicians.

• Oversee ticket queues, prioritize workloads, and ensure SLAs and service quality standards are met.
• Serve as the escalation point for the help desk team, providing technical guidance and coaching.
• Review documentation and ticket notes for accuracy and completeness.
• Identify recurring issues and drive process improvements across the team.

Client Relationships

• Act as the main technical contact for assigned clients.
• Provide VIP-level support to executives and key client stakeholders.
• Build strong, trusted relationships with client contacts and understand their business needs.
• Clearly communicate progress, risks, and technical recommendations to clients and internal teams.

Technical Support

• Provide Level 2/3 support, onsite and remote, for issues involving: *

• Workstations, laptops, and peripherals.
• Microsoft 365, Entra ID, and user account management.
• Windows Server and line-of-business applications.
• Network connectivity, wireless, switching, and firewalls.
• Escalate complex issues to senior engineers or project resources when appropriate.

Project Work

• Assist with project tasks such as: *

• Network equipment installations and replacements.
• Firewall and switch swaps.
• Wireless deployments.
• Endpoint deployments and refreshes.
• Server and infrastructure upgrades.
• Office IT moves and user onboarding/offboarding.

Tools & Documentation

• Document work, technical findings, and client environment details in IT Glue.
• Use Halo PSA for ticket management, time entry, and work tracking.
• Use Ninja RMM for remote access, monitoring, and endpoint support.

You’re a Good Fit If You:

• Have proven experience leading or mentoring technical staff.
• Deliver exceptional customer service and remain professional under pressure.
• Communicate clearly with executives, end users, and technical teams.
• Have strong troubleshooting skills and can resolve complex issues independently.
• Are organized, reliable, and able to balance team management with hands-on work.
• Adapt quickly to different client environments and technologies.
• Are flexible with scheduling, as some after-hours or early-morning work may be required for client needs or maintenance windows.

Preferred Experience

• 3-5+ years in a managed services or IT support role, including Level 2/3 support.
• Prior experience in a team lead, supervisory, or senior technician role.

• Experience supporting: *

• Microsoft 365
• Windows 10/11
• Windows Server
• Azure and Entra ID environments
• Network infrastructure including switches, firewalls, and wireless
• Familiarity with technologies such as SonicWall, Meraki, UniFi, and Ruckus.
• Experience with IT documentation platforms and PSA/ticketing systems.
• Valid driver’s license and ability to travel to client locations as needed.

• Travel: Approximately 30% travel to client sites in Manhattan, Queens, Brooklyn, and Long Island
• Schedule: Monday through Friday with occasional after-hours work as needed
• Annual Salary Range: 80k-95k, * 401(k).
• 401(k) matching.
• Dental insurance.
• Health insurance.
• Life insurance.
• Paid time off.
• Parental leave.
• Professional development assistance.
• Referral program.
• Vision insurance.