IT Team Lead

The Proactive Technology Group•New York, NY

1d•$80,000 - $95,000•Onsite

About The Position

The IT Team Lead is a technically strong, client-focused role based in the Greenvale, New York office, supporting client environments across Manhattan, Queens, Brooklyn, and Long Island. The position leads a team of 4–6 help desk technicians, serves as the primary technical contact for assigned clients, provides Level 2/3 support, and assists with project work. Approximately 30% of the role involves travel to client sites. The role combines hands-on technical troubleshooting, team leadership, and VIP-level client service.

Requirements

Proven experience leading or mentoring technical staff.
Exceptional customer service skills and professionalism under pressure.
Clear communication with executives, end users, and technical teams.
Strong troubleshooting skills and ability to resolve complex issues independently.
Organization, reliability, and ability to balance team management with hands-on work.
Ability to adapt quickly to different client environments and technologies.
Flexibility to work occasional after-hours or early-morning hours for client needs or maintenance windows.
Valid driver's license and ability to travel to client locations as needed.

Nice To Haves

3–5+ years in a managed services or IT support role, including Level 2/3 support.
Prior experience in a team lead, supervisory, or senior technician role.
Experience supporting Microsoft 365, Windows 10/11, Windows Server, and Azure and Entra ID environments.
Experience with network infrastructure, including switches, firewalls, and wireless.
Familiarity with SonicWall, Meraki, UniFi, and Ruckus.
Experience with IT documentation platforms and PSA/ticketing systems.

Responsibilities

Lead, mentor, and support a team of 4–6 help desk technicians.
Oversee ticket queues, prioritize workloads, and ensure service-level agreements and service quality standards are met.
Serve as the help desk team's escalation point, providing technical guidance and coaching.
Review documentation and ticket notes for accuracy and completeness.
Identify recurring issues and drive team process improvements.
Act as the main technical contact for assigned clients and provide VIP-level support to executives and key stakeholders.
Build trusted client relationships and understand client business needs.
Communicate progress, risks, and technical recommendations to clients and internal teams.
Provide onsite and remote Level 2/3 support for workstations, laptops, peripherals, Microsoft 365, Entra ID, user accounts, Windows Server, line-of-business applications, network connectivity, wireless, switching, and firewalls.
Escalate complex issues to senior engineers or project resources when appropriate.
Assist with network equipment installations and replacements, firewall and switch swaps, wireless deployments, endpoint deployments and refreshes, server and infrastructure upgrades, office IT moves, and user onboarding and offboarding.
Document work, technical findings, and client environment details in IT Glue.
Use Halo PSA for ticket management, time entry, and work tracking, and Ninja RMM for remote access, monitoring, and endpoint support.