Service Lead (Remote)

Job Description

Job Description

DSC Communications is seeking a Service Team Lead to anchor our managed services support structure. This is a hands-on technical leadership role which requires active participation in client issues and requests. The right person owns L2/L3 escalations, drives quality across the service queue, holds outsourced partners accountable, and helps build the processes and documentation that make the team more effective over time.

DSC Sentinel iQ is being purpose-built as an automation-first, AI-driven managed service platform targeting small organizations (1–40 users) in professional services, legal, accounting, and healthcare with FTC Safeguards Rule compliance as a core, bundled offering.

We are at a stage where consistent process, clear escalation paths, and structured vendor oversight will meaningfully separate good from great. This role is the linchpin of that development.

Role and Responsibilities

Essential duties and responsibilities include the following. Other duties may be assigned.

Technical Support & Escalation

• Own L2/L3 escalations across the client base to assist with server, networking, Microsoft 365, Azure, and security stack
• Serve as the primary escalation point for frontline technicians and outsourced NOC/helpdesk partners
• Resolve complex technical issues with documented root cause analysis
• Maintain hands-on proficiency with all platforms in the MSP stack

Process & Controls Development

• Help build, maintain, and enforce standard operating procedures, runbooks, and escalation playbooksIdentify systemic service delivery gaps through ticket trend analysis and act on them
• Drive adoption of documentation standards across the team (Hudu or equivalent)
• Own the onboarding checklist and quality gate for new client environments
• Working with the team to develop and implement automation and AI based runbooks to improve efficiency and heighten the client experience

Team Development & Collaboration

• Mentor and develop frontline technicians via structured coaching, not just reactive feedback
• Collaborate with leadership on tooling decisions around RMM, PSA, documentation and security platform strategy
• Monitor open queues, SLA adherence, and resolution quality metrics; surface findings to leadership
• Participate in client escalation calls as the senior technical voice when needed

Outsourced Team Management

• Manage day-to-day performance of outsourced support partners to set expectations, review KPIs, and drive quality outcomes
• Conduct regular performance reviews and QBR-style sessions with vendor teams
• Identify and escalate gaps in outsourced delivery before they reach clients

Qualifications and Education Requirements

Required

• 4+ years in a managed services environment with demonstrated L2/L3 technical depthExperience managing or coordinating teams such as NOC, offshore helpdesk, or vendor SOC
• Proven track record building or formalizing service delivery processes and documentation
• Proficiency with EDR/MDR platforms, particularly SentinelOne, CrowdStrike, or Huntress in a multi-tenant MSP deploymentProficiency with PSA platforms (HaloPSA, ConnectWise) and RMM tools (NinjaOne, Kaseya, Datto)
• Proficiency with Email Security (e.g. Checkpoint Avanan, Proofpoint) and DNS Security (e.g. DNSFilter, Cisco Umbrella) toolsets
• Proficiency with M365 and Azure environments, troubleshooting, standard setup, management of Exchange, Teams, Sharepoint, Intune and Entra ID
• Windows Server administration proficiency in Active Directory, Group Policy, DNS/DHCP, Remote Desktop Services
• Networking proficiency with TCP/IP, VLANs, routing, firewall management (Meraki, Fortinet, or similar)
• Virtualization understanding of VMware or Hyper-V at an administrative level
• Backup and DR experience with Datto, Veeam, or equivalent; validation and test restore discipline

Strongly Preferred

• ITIL Foundations or equivalent service management framework exposure
• HaloPSA hands-on experience in service delivery, workflow configuration, asset management, reporting
• Background in building or improving onboarding and offboarding workflows for managed environments
• Experience with AI workflow automation platforms (e.g., Rewst, n8n, Make, Power Automate) and using AI to reduce manual operational work
• Experience with AI-native documentation or knowledge management platforms (e.g., Lexful.ai, IT Glue, Hudu)