Support Lead / Level 2 (Managing Level 1 Team)

Location: Onsite – Little Falls / Clifton Area, NJ (5 days/week)

Employment Type: Full-Time (Salaried)

Compensation: $65,000–$75,000 base (depending on experience)

On-Call: $300/week during rotation - 1 week a month - Mon-Sun Start at 6 stop at 6

Position Overview

This role leads the day-to-day execution of the Level 1 support team. You will work onsite alongside the Level 1 technicians, providing real-time leadership, managing ticket flow, ensuring follow-ups are completed, and maintaining service quality standards.

The primary objective is to keep Level 1 tickets moving efficiently while ensuring clients receive consistent, responsive service without missed communication or delays.

This is a leadership-track opportunity with a 2–3 year growth path into a broader Support Lead or Technical Operations Manager role based on performance.

Key Responsibilities

• Oversee daily ticket flow and service board management
• Ensure timely follow-up and resolution of Level 1 tickets
• Provide real-time coaching and quality control for Level 1 technicians
• Support customer communication standards and service consistency
• Act as escalation point for complex Level 1 issues
• Participate in Level 2 on-call rotation

Required Qualifications

• Prior MSP experience in a ticket-driven environment
• Strong customer service and communication skills
• Leadership presence with confidence to provide direction and feedback
• Interest and ability to coach junior technicians
• Comfortable working onsite five days per week
• Willingness to participate in on-call rotation

Preferred Qualifications

• Previous team lead experience
• Microsoft 365 administration experience
• Azure AD / Entra ID experience
• Networking fundamentals (DNS, DHCP, VLAN, VPN)

Career Growth

• Structured leadership-track role
• Path to Support Lead or Technical Operations Manager
• Ongoing coaching and development from senior leadership

Compensation & Benefits

• Competitive base salary ($65k–$75k depending on fit)
• $300 per week during on-call rotation
• 401(k) with 3% company match
• Health benefits available after 90 days
• Vision and dental coverage available
• Life insurance available

Paid Time Off

• 10 days PTO in year one
• 15 days PTO in year two
• 4 weeks PTO after year six

Company Perks

• Monthly company outing (one Friday per month)
• Team events throughout the year
• Paid holidays including:
• New Year’s Day
• Memorial Day
• Independence Day
• Labor Day
• Thanksgiving Day
• Day after Thanksgiving
• Christmas Day