Technical Team Lead

The ProActive Technology Group; New York (NY); In loco; USD 80.000 - 95.000; Tempo pieno

Vantaggi offerti da questo lavoro

401(k)

401(k) matching

Dental insurance

Health insurance

Life insurance

Paid time off

Parental leave

Professional development

Referral program

Vision insurance

Descrizione del lavoro

The ProActive Technology Group is seeking a technically strong IT Team Lead based in Greenvale, NY, responsible for guiding a 4–6 person help desk team and delivering VIP-level client service across Manhattan and surrounding areas. You will mentor staff, oversee SLAs, manage escalations, and contribute to project work both onsite and at client sites, with travel ~30%.

You’ll work closely with clients, executives, and engineers, balancing hands-on support with leadership duties, documentation in

Competenze

• Proven experience leading technical staff and mentoring teams.
• Deliver VIP-level client service under pressure.
• Clear communication with executives, end users, and technical teams.
• Strong troubleshooting skills and independent issue resolution.
• Ability to balance team management with hands-on work.

Mansioni

• Lead, mentor, and support a team of 4-6 help desk technicians.
• Oversee ticket queues, prioritize workloads, ensure SLAs and quality standards.
• Serve as escalation point, provide technical guidance and coaching.
• Review documentation and ticket notes for accuracy and completeness.
• Drive process improvements by identifying recurring issues.

Conoscenze

Team leadership

Client relationships

Troubleshooting

Project coordination

Mentoring

Strumenti

IT Glue

Halo PSA

Ninja RMM

Microsoft 365

Entra ID

Descrizione del lavoro

We're looking for a technically strong, client-focused IT Team Lead to join our team. This role is based out of our Greenvale, NY office and supports a wide range of client environments across Manhattan, Queens, Brooklyn, and Long Island.

The Team Lead will manage a team of 4-6 help desk technicians, serve as the primary technical point of contact for our clients, and assist with project work. This position is ideal for someone who combines advanced troubleshooting skills with strong leadership and a commitment to delivering VIP-level client service. Approximately 30% of the role is spent at client sites.

Position Details

• Job Type: Full-time
• Location: Based onsite in our Greenvale, NY office
• Travel: Approximately 30% travel to client sites in Manhattan, Queens, Brooklyn, and Long Island
• Schedule: Monday through Friday with occasional after-hours work as needed
• Annual Salary Range: 80k-95k

What You’ll Do

Leadership

• Lead, mentor, and support a team of 4-6 help desk technicians
• Oversee ticket queues, prioritize workloads, and ensure SLAs and service quality standards are met
• Serve as the escalation point for the help desk team, providing technical guidance and coaching
• Review documentation and ticket notes for accuracy and completeness
• Identify recurring issues and drive process improvements across the team

Client Relationships

• Act as the main technical contact for assigned clients
• Provide VIP-level support to executives and key client stakeholders
• Build strong, trusted relationships with client contacts and understand their business needs
• Clearly communicate progress, risks, and technical recommendations to clients and internal teams

Technical Support

• Provide Level 2/3 support, onsite and remote, for issues involving:
• Workstations, laptops, and peripherals
• Microsoft 365, Entra ID, and user account management
• Windows Server and line-of-business applications
• Network connectivity, wireless, switching, and firewalls
• Escalate complex issues to senior engineers or project resources when appropriate

Project Work

• Assist with project tasks such as:
• Network equipment installations and replacements
• Firewall and switch swaps
• Wireless deployments
• Endpoint deployments and refreshes
• Server and infrastructure upgrades
• Office IT moves and user onboarding/offboarding

Tools & Documentation

• Document work, technical findings, and client environment details in IT Glue
• Use Halo PSA for ticket management, time entry, and work tracking
• Use Ninja RMM for remote access, monitoring, and endpoint support

Requirements

You're a Good Fit If You:

• Have proven experience leading or mentoring technical staff
• Deliver exceptional customer service and remain professional under pressure
• Communicate clearly with executives, end users, and technical teams
• Have strong troubleshooting skills and can resolve complex issues independently
• Are organized, reliable, and able to balance team management with hands-on work
• Adapt quickly to different client environments and technologies
• Are flexible with scheduling, as some after-hours or early-morning work may be required for client needs or maintenance windows

Preferred Experience

• 3-5+ years in a managed services or IT support role, including Level 2/3 support
• Prior experience in a team lead, supervisory, or senior technician role
• Experience supporting:
• Microsoft 365
• Windows 10/11
• Windows Server
• Azure and Entra ID environments
• Network infrastructure including switches, firewalls, and wireless
• Familiarity with technologies such as SonicWall, Meraki, UniFi, and Ruckus
• Experience with IT documentation platforms and PSA/ticketing systems
• Valid driver's license and ability to travel to client locations as needed

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Vision insurance