IT Lead for MSP

Xammax

38d

About The Position

We are seeking an experienced IT Lead to join our Managed Service Provider (MSP) team supporting small to mid-sized businesses. This role oversees daily service operations, ensures high-quality project delivery, and serves as the key escalation point for technical and service-related issues. The IT Lead will manage one direct report responsible for project completion and field support, while also being hands-on in customer onboarding, on-site service, and internal IT management.

Requirements

5+ years of IT experience, preferably within an MSP or similar service environment.
Strong understanding of networking, Windows Server environments, M365, and endpoint management.
Proven experience managing small technical teams or leading projects.
Excellent communication, customer service, and organizational skills.
Ability to balance technical work, client interaction, and administrative responsibilities.

Nice To Haves

Experience with RMM and PSA tools (e.g., ConnectWise, Autotask, or similar).
Knowledge of cloud solutions (Azure, M365, backup systems, etc.).
Strong problem-solving and escalation management abilities.

Responsibilities

Manage and mentor one team member responsible for projects and field support.
Ensure all client projects are completed accurately, on time, and within scope.
Provide guidance and support for complex technical or service escalations.
Lead the onboarding process for new clients, ensuring smooth transitions into managed services.
Serve as the primary escalation point for Help Desk and field technicians on service-related issues.
Coordinate with clients and internal teams to ensure exceptional service delivery and satisfaction.
Handle all on-site service-related items, including client visits, troubleshooting, and system assessments.
Manage and maintain local office IT infrastructure, including networking, servers, and end-user systems.
Collaborate with corporate teams to resolve billing questions, ensuring accurate time and materials reporting.
Prepare and provide pricing, labor, and cost estimates to the sales team upon request.