Technical Service Lead - IT Support & Client Experience

Source Code; United States; Remote; USD 120,000 - 160,000; Full time

Benefits offered by this job

Medical and Dental healthcare

Short and long-term disability

401K programs

Job summary

Source Code is seeking a Technical Service Lead who bridges technical support, service operations, and customer experience. You will act as escalation point for Level 1/2 technicians and own the service board to keep client systems healthy.

The role requires hands-on troubleshooting, coaching, and coordinating with senior engineers. You will occasionally work directly on issues to restore service quickly and improve client satisfaction.

Qualifications

• Hands-on experience with Microsoft 365 administration including Exchange Online.
• Proficient in Active Directory, Group Policy and identity management.
• Scripting and automation with PowerShell; familiar with MFA/CA/SSO.
• Experience in ITIL incident, problem, and escalation management.
• Customer-service oriented with ability to coach technicians.
• Experience supporting enterprise environments with white‑glove service.

Responsibilities

• Own service delivery and manage the client's service board daily.
• Prioritize incoming work and assign tickets by urgency and impact.
• Review tickets for accuracy, documentation, and client communication.
• Escalate to senior engineers when appropriate and coordinate across teams.
• Coach and develop technicians; drive process improvements and SOPs.
• Ensure compliance with client procedures, licensing, and access controls.
• Handle approved routine requests like group memberships and license assignments.

Skills

Microsoft 365 administration

Exchange Online

Active Directory & Group Policy

PowerShell automation

MFA, Conditional Access, and SSO

DNS, DHCP, TCP/IP, VPN, Wi‑Fi

RMM / remote-support platforms

ConnectWise PSA / ticketing

ITIL incident management

Customer service leadership

Tools

ConnectWise PSA

Wireshark

Azure AD

Microsoft Intune

Job description

Source Code is seeking a Technical Service Lead who bridges technical support, service operations, and customer experience. You will act as escalation point for Level 1/2 technicians and own the service board to keep client systems healthy.

The role requires hands-on troubleshooting, coaching, and coordinating with senior engineers. You will occasionally work directly on issues to restore service quickly and improve client satisfaction.