Support Technician L2/Team Lead (MSP)

Location: Hybrid (MD / VA / DC Area)

Employment Type: Full-Time | Non-Exempt

Salary: $70,000 - $75,000

Department: Service

Reports To: Service Manager

Lead 3-5 Techs

Work Schedule & Logistics

Hybrid Schedule:

• First 30 days: 100% onsite
• After 30 days: 1 day/week work-from-home
• After 60 days: 2 days/week work-from-home
• After 90 days: 3 days/week work-from-home

On-Call Rotation:

• One week every six weeks
• Overtime eligible for on-call hours

Travel Requirements:

• Valid driver’s license required
• Reliable personal transportation required
• Travel to client sites throughout Maryland, Virginia, and DC area (as needed)
• Mileage reimbursement provided

Position Overview

The Team Lead is responsible for leading a high-performing team of IT professionals and ensuring the seamless delivery of Managed Services to clients. This role focuses on team leadership, service quality, escalation management, and advanced technical oversight while fostering collaboration and continuous improvement.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Core Responsibilities (80%)

Team Leadership & Service Management

• Lead, mentor, and develop a designated team of IT professionals
• Oversee daily team operations and manage the team service board
• Self-dispatch and assign service tickets based on urgency and impact
• Ensure tickets are resolved through full lifecycle with high client satisfaction
• Monitor KPIs, track performance, and implement improvement strategies
• Serve as primary decision point and escalation authority within the team
• Review and approve advanced escalations before they leave the team
• Conduct regular team meetings and address feedback, concerns, and conflicts

Client & Technical Oversight

• Serve as primary client contact for assigned accounts
• Provide advanced-level troubleshooting for hardware, software, and network issues
• Resolve complex IT problems efficiently
• Provide on-site support when remote resolution is insufficient (including remote residences if applicable)
• Ensure all client configurations, processes, and documentation are complete and accessible
• Meet regularly with management to review feedback and operational improvements
• Maintain current knowledge of evolving IT technologies and trends

20% – Other duties and special projects as assigned

Qualifications

• High School Diploma or GED required
• 3+ years of IT or related experience
• A+, Network+, and Security+ certifications preferred
• Advanced knowledge of:
• Windows Server and Windows 10
• Microsoft 365
• Active Directory and Azure AD
• Operating systems, printing systems, business applications, and networking
• Strong troubleshooting and diagnostic skills
• Effective communication across phone, email, and client interaction
• Ability to multitask and adapt in a fast-paced environment
• Strong documentation discipline
• Familiarity with support tools and service delivery technologies
• Valid driver’s license and reliable transportation

Continuing Education

• Preferred certifications expected within specified timeframes once onboarded (as directed by manager)
• Next certification to be obtained within one year of hire
• Additional certifications may be required based on business needs

Work Environment & Physical Requirements

• Primarily office-based with prolonged sitting (50%+)
• Occasional lifting up to 20 pounds
• Moderate noise environment
• Travel to client sites (less than 20%)
• Overtime and participation in on-call rotation as business needs require
• Frequent reaching, standing, sitting, twisting, and computer use
• Vision requirements include close, distance, peripheral, depth perception, and focus adjustment