Hybrid MSP System Admin Lead – Hands-On

Bowman Williams; Rockville (MD); Hybrid; USD 75,000 - 85,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

401(k) with 3% match

Team events and outings

Job summary

Bowman Williams is seeking a Senior Technical Team Lead to support client environments and lead the Service Desk team. This role remains hands-on while expanding ownership across escalations, Microsoft 365, Windows Server, Active Directory, networking, and security, coaching technicians, and improving documentation.

You will be the primary escalation resource, mentor staff, and help raise service quality with strong client communication.

Qualifications

• 5+ years of hands on IT support, systems administration, or escalation experience.
• Recent MSP experience supporting multiple client environments is required.
• Strong Tier 2 or Tier 3 escalation experience across Microsoft, Windows, networking, endpoint, cloud, and security issues.
• Experience supporting Microsoft 365, Active Directory, Windows Server, workstations, mobile devices, printers, and business applications.
• Prior experience mentoring junior technicians or acting as a senior technical resource for a support team.
• Strong documentation habits, ticket ownership, organization, and follow through.
• Excellent client communication skills with the ability to stay calm, professional, and service focused.

Responsibilities

• Resolve escalated issues across Microsoft 365, Windows, Active Directory, endpoints, networking, cloud services, backups, and security tools.
• Administer Microsoft 365 users, licensing, collaboration tools, device management, security settings, and related client environments.
• Support Windows Server, Active Directory, Group Policy, DNS, DHCP, backup systems, endpoint security, and infrastructure needs.
• Troubleshoot VPNs, firewalls, wireless, connectivity, printers, workstations, applications, and general network issues.
• Provide remote and occasional onsite support for SMB clients across the DC Metro area.
• Research unfamiliar technical issues using documentation, vendor resources, knowledge bases, and structured troubleshooting.
• Ensure escalations to Engineering include clear notes, completed troubleshooting steps, impact, urgency, and relevant technical details.
• Maintain ownership of client communication, ticket updates, resolution notes, and follow through.
• Lead and mentor Service Desk technicians through daily technical guidance, coaching, and escalation support.
• Reinforce standards around ticket documentation, time entry, client communication, troubleshooting quality, and escalation readiness.
• Review recurring escalations and identify opportunities for training, SOPs, documentation updates, or process improvement.
• Help increase the percentage of issues resolved within the Service Desk before Engineering involvement is needed.
• Contribute to knowledge base articles, runbooks, SOPs, and internal support standards.

Skills

MSP experience

Team leadership

Escalation management

Microsoft 365

Windows Server

Active Directory

Documentation coaching

Client communication

Tools

Microsoft 365

Active Directory

Windows Server

DNS/DHCP

Job description

Bowman Williams is seeking a Senior Technical Team Lead to support client environments and lead the Service Desk team. This role remains hands-on while expanding ownership across escalations, Microsoft 365, Windows Server, Active Directory, networking, and security, coaching technicians, and improving documentation.

You will be the primary escalation resource, mentor staff, and help raise service quality with strong client communication.