Helpdesk Team Lead / Senior Support Technician

Technogroup Inc; Pompano Beach (FL); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

401(k) matching

Dental insurance

Health insurance

Opportunity for advancement

Paid time off

Training & development

Vision insurance

Job summary

Technogroup Inc in Pompano Beach, Florida, is seeking an experienced Level 3 tech to lead IT support efforts. This role involves mentoring junior technicians, providing technical escalation for complex issues, and ensuring documentation standards are maintained. The ideal candidate will have over 5 years of hands-on IT support experience, strong skills in Windows Server environments, and proficiency in Microsoft 365 and Azure. The company offers a collaborative environment with opportunities for advancement and comprehensive benefits.

Qualifications

• 5+ years of hands-on IT support experience, preferably in an MSP or high-volume helpdesk.
• Proven experience in support escalation and mentoring junior technicians.
• Strong understanding of documentation standards and ticketing detail.

Responsibilities

• Act as a technical escalation point for helpdesk technicians.
• Support Level 1 and Level 2 team members.
• Monitor ticket activity and quality.
• Assist in coordinating team availability.
• Provide real-time coaching during ticket handling.

Skills

IT support experience

Support escalation

Windows Server environments

Active Directory

Strong communication skills

Tools

Microsoft 365

Azure

network devices

firewall management

Job description

Benefits

• 401(k) matching
• Dental insurance
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• Vision insurance

About the Role

• Team: Service Desk / Support
• Location: Onsite
• Hours: Monday through Friday 8AM – 5PM
• Start Date: Flexible

How We’ll Set You Up for Success

• Comprehensive onboarding to understand our service structure, ticketing system, and technology stack
• Access to senior-level resources and a collaborative environment for escalated issues
• Opportunities for technical leadership, mentorship, and day‑to‑day supervisory development
• Ongoing training and certification support, aligned with your professional goals

What You’ll Do

• technical escalation point for helpdesk technicians, assisting with complex issues and guiding resolution paths
• Support Level 1 and Level 2 team members by answering technical questions and encouraging skill development through hands‑on guidance
• Monitor ticket activity and quality, helping ensure documentation standards and SLAs are being met
• Assist in coordinating team availability by helping review timecards, managing PTO visibility, and supporting the Technical Services Coordinator with resourcing clarity
• Provide real‑time coaching during ticket handling, helping the team improve accuracy, efficiency, and troubleshooting techniques
• Collaborate with the Technical Services Coordinator to support appropriate ticket assignments and task ownership
• Actively work support tickets alongside the team, maintaining personal technical contribution while setting a quality standard
• Encourage and participate in knowledge base documentation, helping capture lessons learned and repeatable solutions
• Relay relevant feedback to leadership regarding team performance trends or recurring technical issues
• Help foster a positive, accountable, and solutions‑driven team environment through daily interactions and supportive leadership

About You

• 5+ years of hands‑on IT support experience, preferably in an MSP or high‑volume helpdesk setting
• Proven experience in support escalation, mentoring junior technicians, and handling complex troubleshooting
• Strong understanding of Windows Server environments, Active Directory, DNS, DHCP, and group policy
• Proficiency with Microsoft 365, Azure, and related cloud/hybrid infrastructure
• Hands‑on experience with firewall management (e.g., WatchGuard, SonicWall, Sophos), network devices, and endpoint security
• Strong communication and leadership skills, with a customer‑first approach
• Highly organized with attention to ticketing detail, documentation standards, and team coordination

Nice‑to‑Haves

• Certifications such as Microsoft 365 Certified, Azure Administrator, CCNP, or WatchGuard
• Experience with ConnectWise Manage or similar PSA/RMM platforms
• Familiarity with backup and disaster recovery platforms, VoIP, or monitoring tools
• Exposure to ticket triage, alert response, or NOC‑style environments

About ComSys

At ComSys, we believe that great IT support is built on strong processes, expert technicians, and a team‑focused culture. We’re committed to helping employees grow their careers through hands‑on experience, mentorship, and exposure to modern IT systems.

Join Us

If you’re an experienced Level 3 tech looking for a leadership path that balances technical depth with team accountability, we’d love to have you on board.