VIP IT Team Lead — Onsite, Client-Facing & Mentorship

The ProActive Technology Group; New York (NY); Presencial; USD 80 000 - 95 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

401(k)

401(k) matching

Dental insurance

Health insurance

Life insurance

Paid time off

Parental leave

Professional development assistance

Referral program

Vision insurance

Resumo da oferta

The ProActive Technology Group is seeking a technically proficient IT Team Lead for our Greenvale, NY office. You will manage a 4–6 person help desk, lead client-facing initiatives, and drive IT projects across Manhattan, Queens, Brooklyn, and Long Island with approx.

30% travel. Responsibilities include mentoring the team, maintaining SLAs, providing Level 2/3 support onsite and remotely, and coordinating with senior engineers on complex issues.

Qualificações

• Proven experience leading or mentoring technical staff.
• Deliver exceptional customer service under pressure.
• Communicate clearly with executives, end users and technical teams.
• Strong troubleshooting skills; resolve complex issues independently.
• Organized and reliable; balance team management with hands-on work.
• Adapt quickly to different client environments and technologies.
• Flexible with scheduling, including after-hours or early-morning work.

Responsabilidades

• Lead, mentor, and support a team of 4–6 help desk technicians.
• Oversee ticket queues, prioritize workloads, and ensure SLAs and service quality standards.
• 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.
• 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.
• Provide Level 2/3 support, onsite and remote, for Workstations, MS 365, Entra ID, Windows Server, and network issues.
• Escalate complex issues to senior engineers or project resources when appropriate.
• Assist with project tasks: network equipment installations, firewall and switch swaps, wireless deployments, endpoints, servers upgrades.
• Document work in IT Glue; use Halo PSA for time entry and ticket tracking; use Ninja RMM for remote access and monitoring.

Conhecimentos

Leadership

Mentoring

Customer service

Communication

Troubleshooting

Team management

Ferramentas

IT Glue

Halo PSA

Ninja RMM

Descrição da oferta de emprego

The ProActive Technology Group is seeking a technically proficient IT Team Lead for our Greenvale, NY office. You will manage a 4–6 person help desk, lead client-facing initiatives, and drive IT projects across Manhattan, Queens, Brooklyn, and Long Island with approx.

30% travel. Responsibilities include mentoring the team, maintaining SLAs, providing Level 2/3 support onsite and remotely, and coordinating with senior engineers on complex issues.