System Administrator Team Lead (MSP)

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

Work Model: Local WFH, in office on Tuesdays

Salary: $75,000 to $85,000

MSP Experience: Required

Senior Technical Role With Team Leadership

We are a growing IT Consulting and Managed Services Provider hiring a System Administrator Team Lead to support client environments and lead the Service Desk team.

This role is a strong fit for an MSP professional who wants to stay technical while stepping into more ownership across escalations, Microsoft 365, Windows Server, Active Directory, networking, endpoint security, documentation, and team development.

You will serve as the main technical escalation resource for the Service Desk while helping technicians improve troubleshooting quality, client communication, documentation, and first touch

Why MSP Candidates Apply

This is not a pure help desk management role. You will remain hands on with advanced technical issues while also guiding the Service Desk team.

You will have local WFH flexibility, only one required office day per week, and the opportunity to make a direct impact on service quality, escalation standards, client satisfaction, and technician development.

The right person enjoys solving difficult issues, coaching others, and helping a growing MSP build stronger technical processes.

Technical 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

What We Are Looking For

• 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
• Ability to manage multiple priorities across multiple client environments

Experience That Helps

• Experience leading a Service Desk, Help Desk, or technical support team
• Exposure to backup tools, endpoint security, infrastructure monitoring, or security remediation
• Experience improving documentation, escalation quality, training, or first touch resolution
• Background supporting SMB clients in professional services, nonprofit, government, or regulated environments

Compensation and Benefits

• $75,000 to $85,000 salary
• Local WFH schedule with only Tuesdays in office
• Health, Dental, and Vision Insurance
• 401(k) with 3% match
• Team outings including escape rooms, Topgolf, holiday dinners, and other company events
• Growth path into management, service operations, senior escalations, or engineering