IT MSP Technical Team Lead

Job Description

Job Description

Position Overview

The IT MSP Technical Team Lead will oversee day-to-day technical operations, assist with escalations, mentor technicians, and help ensure tickets, projects, and client requests are completed accurately and on time. This role is ideal for someone with strong MSP experience who can balance hands-on technical work with leadership, accountability, and process improvement.

Responsibilities

• Manage and support the daily workflow of help desk and field technicians.
• Handle escalated technical issues for desktops, servers, networks, cloud systems, and client environments.
• Review ticket queues to ensure timely updates, proper documentation, and SLA compliance.
• Mentor and train Tier 1 and Tier 2 technicians.
• Assist with onboarding new clients, deployments, migrations, and technical projects.
• Work with leadership to improve processes, documentation, standards, and client satisfaction.
• Manage and maintain the on-call schedule, including after-hours rotation planning, technician availability, coverage coordination, and ensuring proper escalation support is in place.
• Support Microsoft 365, Azure/Entra ID, Windows Server, networking equipment, firewalls, VPNs, backups, and endpoint security tools.
• Ensure client environments are properly documented in ITGlue or similar documentation platforms.
• Help identify recurring issues and recommend long-term solutions.
• Communicate professionally with clients, vendors, and internal staff.

Requirements

• 3+ years of MSP or IT service provider experience preferred.
• Strong troubleshooting skills across Windows workstations, Windows Server, Microsoft 365, networking, firewalls, VPN, backups, and security tools.
• Experience leading, mentoring, or supervising technical staff.
• Strong understanding of ticketing systems, documentation, SLAs, and MSP workflows.
• Ability to prioritize multiple issues and keep technicians accountable.
• Excellent communication and customer service skills.
• Strong attention to detail and follow-through.
• Ability to work independently and make sound technical decisions.

Preferred Qualifications

• Experience with NinjaOne, ConnectWise, ITGlue, Microsoft 365 Admin Center, Entra ID, Intune, Meraki, 3CX, Datto, Synology, or similar MSP tools.
• Certifications such as CompTIA Network+, Security+, Microsoft, Cisco, or related credentials are a plus.
• Prior experience managing escalations or project work in an MSP environment.

Desert IT Solutions is a growing Managed Service Provider supporting businesses with IT help desk, infrastructure, cybersecurity, cloud services, networking, backup, and project support. We are looking for an experienced IT MSP Technical Team Lead to help lead our technical team, improve service delivery, and ensure clients receive fast, professional, and reliable support.

Company Description

Desert IT Solutions is a growing Managed Service Provider supporting businesses with IT help desk, infrastructure, cybersecurity, cloud services, networking, backup, and project support. We are looking for an experienced IT MSP Technical Team Lead to help lead our technical team, improve service delivery, and ensure clients receive fast, professional, and reliable support.