IT Team Lead: VIP Client Support & Mentorship (Onsite NY)

The ProActive Technology Group; New York (NY); On-site; USD 80,000 - 95,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Dental insurance

Health insurance

Life insurance

Paid time off

Parental leave

Professional development assistance

Referral program

Vision insurance

Job summary

The ProActive Technology Group is seeking a technically strong IT Team Lead based in Greenvale, NY, to manage 4–6 help desk technicians and serve as the primary technical contact for clients across Manhattan, Queens, Brooklyn, and Long Island.

You will lead incident responses, oversee ticketing, and coordinate project tasks while ensuring VIP-level service delivery. Travel to client sites is required approximately 30% of the time.

Qualifications

• 3–5+ years in a managed services or IT support role
• Experience leading or mentoring technical staff
• Strong customer service and communication with executives and end users
• Ability to balance team management with hands-on work

Responsibilities

• Lead, mentor, and support a team of 4–6 help desk technicians
• Oversee ticket queues, prioritize workloads, meet SLAs and quality standards
• Escalation point for the team, provide technical guidance
• Build strong client relationships and communicate progress and risks to clients
• Provide Level 2/3 support onsite and remote, covering Windows, Microsoft 365, Entra ID, servers, and networks
• Assist with network projects and office IT moves

Skills

Team leadership

Client relations

VIP customer service

Troubleshooting

Documentation

Tools

IT Glue

Halo PSA

Ninja RMM

Job description

The ProActive Technology Group is seeking a technically strong IT Team Lead based in Greenvale, NY, to manage 4–6 help desk technicians and serve as the primary technical contact for clients across Manhattan, Queens, Brooklyn, and Long Island.

You will lead incident responses, oversee ticketing, and coordinate project tasks while ensuring VIP-level service delivery. Travel to client sites is required approximately 30% of the time.