Technical Service Lead - Client Experience & Escalations

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

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.