Client Service Lead

Source Code; Westfield (MA); On-site; USD 90,000 - 125,000; Full time

Benefits offered by this job

Medical and Dental healthcare

401K program

Job summary

Source Code seeks a Technical Service Lead to guide a technical service team handling Microsoft 365, AD, Intune, and networking. You will act as an escalation point, coach technicians, and ensure high‑quality ticket resolution to optimize client experience.

You will oversee real‑time support, review ticket quality, and drive process improvements while coordinating with senior engineers on complex issues to restore services swiftly.

Qualifications

• Proven experience in Microsoft 365 administration and related services.
• Strong knowledge of AD, GPO, Intune, and endpoint management.
• Hands‑on troubleshooting across Windows, networking, and identity management.
• Experience with ITIL processes and client‑facing service delivery.
• Ability to coach technicians and improve operational documentation.

Responsibilities

• Own service delivery and manage the client’s service board throughout the day.
• Prioritize work, assign tickets by urgency, and balance workloads.
• Review tickets for quality, accuracy, and adherence to standards.
• Provide coaching and identify training opportunities for the team.
• Escalate to senior engineering when necessary and coordinate with stakeholders.
• Ensure compliance with SOPs, access management, and licensing processes.

Skills

Microsoft 365 administration

Exchange Online

Active Directory

Group Policy

Intune/endpoint management

PowerShell automation

MFA/CA/SSO

DNS/DHCP/TCP-IP/VPN/Wi‑Fi

Endpoint security/EDR

RMM/remote support

ConnectWise PSA or similar

User provisioning/licensing

ITIL incident/problem/escalation

SOPs/documentation

Tools

ConnectWise PSA

Job description

Lead the Technical Team Behind an Exceptional Client Experience

We're looking for a Technical Service Lead who thrives at the intersection of technical support, service operations, customer experience, and team leadership.

This is not a dispatcher or service coordinator position.

The Technical Service Lead will serve as a technical escalation point for Level 1 and Level 2 technicians, helping the team resolve issues involving Microsoft 365, Active Directory, Entra ID, endpoint support, identity and access management, networking, applications, and other common IT support technologies.

You will manage the flow of work across the client’s service board, but your responsibility goes beyond assigning tickets. You will actively assist technicians with troubleshooting, review technical work, take ownership of difficult or high‑impact issues, and determine when escalation to senior engineering resources is appropriate.

When necessary, you’ll work directly on technical issues yourself—particularly when doing so can restore service faster, prevent an escalation, support a technician, or improve the client experience.

The ideal candidate is someone who can move comfortably between leading the service board, troubleshooting a technical issue, coaching a technician, reviewing ticket quality, communicating with a client, and coordinating an escalation with senior engineers.

Own Service Delivery

• Manage the client's service board throughout the day.
• Prioritize incoming work and assign tickets based on urgency, impact, and technician skillset.
• Balance workloads and ensure tickets receive timely attention.
• Keep work moving and prevent issues from falling through the cracks.

Coordinate Real‑Time Support

• Ensure adequate technician availability for live support needs.
• Facilitate warm handoffs and escalations when additional expertise is required.

Drive Ticket Quality

• Review active and completed tickets for accuracy, documentation, communication quality, and adherence to standards.
• Identify aging or stalled tickets and take action to move them toward resolution.
• Address recurring quality concerns before they impact the client.

Coach and Develop the Team

• Provide direct feedback and coaching to technicians.
• Use ticket reviews and service metrics to identify training opportunities.
• Support continuous improvement of processes, documentation, and workflows.

Ensure Process Compliance

• Verify technicians are following client‑specific procedures and approval requirements.
• Maintain consistency across software requests, access management, licensing, and escalation processes.
• Communicate procedural changes and reinforce best practices.
• Personally handle approved routine requests such as:
  • Group membership changes
  • Application and license assignments
  • Whitelisting requests

Additional Technical Qualifications

Candidates should have practical experience with several of the following:

• Microsoft 365 administration
• Exchange Online
• Active Directory and Group Policy
• Microsoft Intune and endpoint management
• Windows 10/11 troubleshooting
• PowerShell administration and automation
• MFA, Conditional Access, and SSO
• DNS, DHCP, TCP/IP, VPN, and Wi‑Fi troubleshooting
• Endpoint security and antivirus/EDR platforms
• RMM and remote‑support platforms
• ConnectWise PSA or similar ticketing/PSA systems
• User provisioning, licensing, and access management
• Basic server and infrastructure troubleshooting
• ITIL incident, problem, and escalation management
• Experience supporting client or white‑glove service model.
• Experience creating or improving SOPs and operational documentation.

This is a full time, permanent position. Benefits include Medical and Dental healthcare, short and long‑term disability insurance, and 401K programs.

Please note that this position will be dedicated to supporting clients operating under U.S. export control rules (including ITAR). As a result, this position may include access to technology and/or software source code that is subject to U.S. export controls, including restrictions on who may have access. The Company may choose not to apply, or may be unable to apply, for a license as to any applicants whose access to export‑controlled technology or software source code may require authorization. Accordingly, you will be required to provide information regarding your citizenship and immigration status that is relevant for determining whether you could work in the position without a license authorizing your access, and we may decline to proceed with any applicant whose ability to fill the position would depend on such a license.

SC/IIT is an Equal Opportunity Employer. SC/IIT does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non‑disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

Integrated IT participates in E‑Verify and will provide the federal government with Form I‑9 information to confirm that employees are authorized to work in the U.S.