Job Description
Job Description
We are seeking an experienced IT Lead to join our Managed Service Provider (MSP) team supporting small to mid-sized businesses. This role oversees daily service operations, ensures high-quality project delivery, and serves as the key escalation point for technical and service-related issues. The IT Lead will manage one direct report responsible for project completion and field support, while also being hands-on in customer onboarding, on-site service, and internal IT management.
Key Responsibilities
Team & Project Management
- Manage and mentor one team member responsible for projects and field support.
- Ensure all client projects are completed accurately, on time, and within scope.
- Provide guidance and support for complex technical or service escalations.
Customer Onboarding & Service Management
- Lead the onboarding process for new clients, ensuring smooth transitions into managed services.
- Serve as the primary escalation point for Help Desk and field technicians on service-related issues.
- Coordinate with clients and internal teams to ensure exceptional service delivery and satisfaction.
Technical & Operational Duties
- Handle all on-site service-related items, including client visits, troubleshooting, and system assessments.
- Manage and maintain local office IT infrastructure, including networking, servers, and end-user systems.
- Collaborate with corporate teams to resolve billing questions, ensuring accurate time and materials reporting.
- Prepare and provide pricing, labor, and cost estimates to the sales team upon request.
Requirements
Qualifications
- 5+ years of IT experience, preferably within an MSP or similar service environment.
- Strong understanding of networking, Windows Server environments, M365, and endpoint management.
- Proven experience managing small technical teams or leading projects.
- Excellent communication, customer service, and organizational skills.
- Ability to balance technical work, client interaction, and administrative responsibilities.
Preferred Skills
- Experience with RMM and PSA tools (e.g., ConnectWise, Autotask, or similar).
- Knowledge of cloud solutions (Azure, M365, backup systems, etc.).
- Strong problem-solving and escalation management abilities.