Client Service Lead

Technical Service Lead

Lead the technical team behind an exceptional client experience. We're looking for a Technical Service Lead who thrives at the intersection of technical support, service operations, customer experience, and team leadership.

This is not a dispatcher or service coordinator position. The Technical Service Lead is expected to have strong hands-on technical skills and serve as an active technical resource for the support team while also overseeing day-to-day service delivery.

You will manage the flow of work across the client's service board, but your responsibility goes beyond assigning tickets. You will actively assist technicians with troubleshooting, review technical work, take ownership of difficult or high-impact issues, and determine when escalation to senior engineering resources is appropriate.

The Technical Service Lead will serve as a technical escalation point for Level 1 and Level 2 technicians, helping the team resolve issues involving Microsoft 365, Active Directory, Entra ID, endpoint support, identity and access management, networking, applications, and other common IT support technologies.

You'll be expected to understand why a ticket is stalled, what troubleshooting has already been performed, what should happen next, and which technical resource is best equipped to move the issue forward.

When necessary, you'll work directly on technical issues yourself—particularly when doing so can restore service faster, prevent an escalation, support a technician, or improve the client experience.

The ideal candidate is someone who can move comfortably between leading the service board, troubleshooting a technical issue, coaching a technician, reviewing ticket quality, communicating with a client, and coordinating an escalation with senior engineers.

Own Service Delivery

• Manage the client's service board throughout the day.
• Prioritize incoming work and assign tickets based on urgency, impact, and technician skillset.
• Balance workloads and ensure tickets receive timely attention.
• Keep work moving and prevent issues from falling through the cracks.

Coordinate Real-Time Support

• Ensure adequate technician availability for live support needs.
• Facilitate warm handoffs and escalations when additional expertise is required.
• Help users get meaningful technical engagement quickly, not days later.

Drive Ticket Quality

• Review active and completed tickets for accuracy, documentation, communication quality, and adherence to standards.
• Identify aging or stalled tickets and take action to move them toward resolution.
• Address recurring quality concerns before they impact the client.

Coach and Develop the Team

• Provide direct feedback and coaching to technicians.
• Use ticket reviews and service metrics to identify training opportunities.
• Support continuous improvement of processes, documentation, and workflows.

Ensure Process Compliance

• Verify technicians are following client-specific procedures and approval requirements.
• Maintain consistency across software requests, access management, licensing, and escalation processes.
• Communicate procedural changes and reinforce best practices.

Quick-Hit Request Resolution

• Personally handle approved routine requests such as:
• Group membership changes
• Application and license assignments
• Whitelisting requests
• Reduce queue volume by completing straightforward requests directly.

Additional Technical Qualifications

Candidates should have practical experience with several of the following:

• Microsoft 365 administration
• Exchange Online
• Microsoft Entra ID / Azure AD
• Active Directory and Group Policy
• Microsoft Intune and endpoint management
• Windows 10/11 troubleshooting
• PowerShell administration and automation
• MFA, Conditional Access, and SSO
• DNS, DHCP, TCP/IP, VPN, and Wi-Fi troubleshooting
• Endpoint security and antivirus/EDR platforms
• RMM and remote-support platforms
• ConnectWise PSA or similar ticketing/PSA systems
• User provisioning, licensing, and access management
• Basic server and infrastructure troubleshooting
• ITIL incident, problem, and escalation management
• Experience supporting client or white-glove service model.
• Experience creating or improving SOPs and operational documentation.

This is a full time, permanent position. Benefits include Medical and Dental healthcare, short and long-term disability insurance, and 401K programs.