LEAD IT TECHNICIAN Salary Range: $80k to $95k
The Role Dedicated to delivering top-tier IT support and solutions to small and medium-sized businesses. We're looking for our Lead Technician with MSP Operations Experience to be the driving force behind our client's technical support and growth.
As our client's Lead Technician, you'll take ownership of their Level 2/3 helpdesk queue, tackling advanced IT challenges for clients while setting a high standard for responsiveness and problem-solving. With your MSP operations experience, you'll also shape processes-building workflows, documenting procedures, and laying the groundwork to scale our small team into a powerhouse.
What you'll do - Technical Support:
- Serve as the Lead Technician by managing and resolving Level 2/3 helpdesk tickets (e.g., servers, networks, Microsoft 365) with a focus on quick, effective solutions-meeting SLAs like 15-minute initial responses
- Act as the go-to technical expert for clients, handling escalations confidently and reducing reliance on the owner
- Maintain high client satisfaction through timely, professional communication
MSP Operations: Leverage your MSP operations experience to create and refine standard operating procedures (SOPs) for technical tasks, client onboarding, and ticket escalation Optimize our use of PSA and RMM tools to boost efficiency, drawing on your past success in streamlining MSP workflows Train future team members on processes and tools as we grow Process Improvement: Identify bottlenecks in our current operations (e.g., ticket response times, escalations) and implement solutions to streamline them Collaborate with the owner to build a roadmap for scaling our MSP, from tools to team structure Who you are - Experience:
- 5+ years in a Managed Service Provider (MSP) environment
- 3+ years in hands-on experience in Level 2/3 technical support
- Intensely proficient with both admin and user side of Microsoft 365 and Google Workplace. You seek knowledge about new tools and technologies
- Demonstrated MSP operations experience improving processes like ticket workflows, escalation paths, or client onboarding-show us how you've made an MSP run better
- Strong troubleshooting skills for servers, networks, firewalls, and cloud platforms (e.g., Microsoft 365, Azure)
- Proficiency with MSP tools like Ninja, Hudu/ITGlue, HaloPSA, or similar for ticketing and remote management
Traits: Highly organized and detail-oriented; you can manage and track multiple high-priority tasks at once without letting things fall through the cracks; you are adept at prioritizing appropriately, managing time well, and anticipating needs. And immaculate attention to detail: we've learned that to our clients (and our own internal operations), the little details really, really matter. Highly self-motivated, proactive, quick-thinking, flexible, adaptable, collaborative, resourceful, and emotionally intelligent, with excellent common sense and judgment Experienced in exercising sensibility, discretion, and diplomacy in handling all matters, information, and relationships (including confidential or sensitive information) Persistent in owning tasks from end-to-end by providing proactive status updates of issues and cases with users, team members, and vendors Able to give, receive, and implement feedback constructively Seriously passionate about IT and cybersecurity.
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