Job Description
Job DescriptionSalary:
JOB TITLE: Tier 2 Team Lead Unified Support
FLSA STATUS: Exempt
DATE: April 2026
DEPARTMENT: Service Delivery
LOCATION: Arkansas, Texas, Oklahoma
REPORTS TO: Unified Support Director
JOB SUMMARY
Under the leadership of the Unified Support Director and EVP of Managed Service Delivery, the Tier 2 Team Lead- Unified Support is responsible for the day-to-day operational control of Tier 2 ticket execution. This role ensures predictable SLA performance, disciplined follow-up, and proper escalation to Tier 3/Engineering.
The Tier 2 Team Lead functions as a system operator and escalation governor, not a senior technician or personal escalation resource. The role exists to ensure Tier 2 operates as an intentional execution layer that protects SLAs, maintains customer confidence, and supports effective engineering engagement.
ESSENTIAL DUTIES AND OTHER RESPONSIBILITIES
SLA Ownership and Enforcement
- Actively monitors Response, Resolution Plan, and Resolution SLAs for all Tier 2-managed tickets.
Identifies SLA risk early and initiates corrective action before breach occurs.
Ensures customers receive timely, consistent updates aligned to ticket priority and SLA requirements.
Ticket Ownership and Follow-Up
- Owns daily health of all Tier 2-assigned tickets, including backlog, aging, and stalled work.
Enforces clear next-action documentation and follow-up commitments.
Intervenes directly when Tier 2 tickets lose momentum or ownership.
Escalation Control to Tier 3 / Engineering
- Serves as the formal escalation gate between Tier 2 and Engineering.
Enforces escalation readiness standards including documented troubleshooting, customer impact, and reason for escalation.
Pushes back on premature, undocumented, or invalid escalations.
Queue Health and Workflow Discipline
- Ensures proper board usage, status transitions, and SLA clock management in accordance with the Service Delivery Operating Model.
Prevents Tier 2 work from bypassing defined workflows or becoming informal engineering work.
Leadership and Accountability
- Acts with authority to reassign tickets, enforce escalation rules, and intervene in service flow without additional approval.
Coaches Tier 2 technicians on workflow discipline, documentation quality, and follow-through.
Escalates systemic risks or behavioral patterns that undermine service performance.
KNOWLEDGE, SKILLS AND ABILITIES
- Strong understanding of managed services operations and SLA-based service delivery models.
- Working knowledge of ConnectWise ticket boards, statuses, and escalation mechanics.
- Demonstrated ability to enforce process, manage competing priorities, and make objective decisions under pressure.
- Excellent verbal and written communication skills.
- Systems-oriented mindset with strong risk and pattern recognition capabilities.
SUPERVISORY RESPONSIBILITIES AND INTERACTIONS WITH OTHERS
- This position has has operational authority over Tier 2 ticket handling standards and escalation discipline. The Tier 2 Team Lead works closely with Tier 1 Team Lead, Unified Support leadership, and Engineering to ensure consistent service delivery performance and accountability.
EDUCATION, TRAINING AND EXPERIENCE
- Bachelors degree in Information Technology, Business, or related field preferred.
- 35 years of experience in Managed Services or Tier 2 support roles required.
- Experience working in SLA-managed environments required.
- Prior lead or coordination responsibility strongly preferred.
- Relevant technical or service management certifications a plus.
PHYSICAL DEMANDS AND WORKING CONDITIONS
Physical Task
Physical Requirements
% of Work Time
Sitting/Standing
Must be able to remain in a stationary position for long periods of time.
Up to 70%
Lifting/Carrying
Occasionally loads and sets up for trade shows, provides sales information to clients and moves up to 50 pounds of client hardware.
Up to 10%
Handling/Grasping/Feeling
Must be able to operate phone and computer to prepare quotes and other work product and to interact with others.
Up to 100%
Seeing
Must have visual acuity to perform tasks on computer, service clients, resolve issues and present information to current and prospective clients.
Up to 100%
Talking/Hearing
Frequently communicates with prospects, clients and internal team members to present information, troubleshoot issues and respond to questions.
Up to 100%
Working Conditions
Normal office environment. Occasional after-hours availability required to address service risks or escalations. Standard business hours are MondayFriday. Minimal travel may be required.
TeleComp provides equal employment opportunities for all applicants.