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About the Role
Lead, mentor, and support a team of 4-6 help desk technicians while serving as the primary technical point of contact for clients. This role involves advanced troubleshooting, project work, and delivering VIP-level client service in diverse client environments.
Responsibilities
- 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.
- 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.
- Provide Level 2/3 support, onsite and remote, for workstations, laptops, peripherals, Microsoft 365, Entra ID, user account management, Windows Server, line-of-business applications, and network connectivity.
- Escalate complex issues to senior engineers or project resources when appropriate.
- 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, and office IT moves.
- 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.
Requirements
- 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.
- Strong troubleshooting skills and ability to resolve complex issues independently.
- Organized, reliable, and able to balance team management with hands-on work.
- Adapt quickly to different client environments and technologies.
- Flexible with scheduling, as some after-hours or early-morning work may be required.
- 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.
- Valid driver’s license and ability to travel to client locations as needed.
Skills
- Microsoft 365
- Windows 10/11
- Windows Server
- Azure
- Entra ID
- Network infrastructure (switches, firewalls, wireless)
- SonicWall
- Meraki
- UniFi
- Ruckus
- IT documentation platforms
- PSA/ticketing systems
Location
- Greenvale, NY
- Manhattan
- Queens
- Brooklyn
- Long Island
Work Type
- Full-time
- Onsite
- Hybrid
Experience Level
- Team Lead
- Supervisory
- Senior Technician
- 3-5+ years
Salary/Compensations
- 80k-95k
Benefits
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Parental leave
- Professional development assistance
- Referral program
- Vision insurance