IT Team Lead

The Proactive Technology Group•Nassau, NY

2d•$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, delivers VIP-level support, and assists with project work. Approximately 30% of the role is spent at client sites. The role provides Level 2/3 onsite and remote support across workstations, laptops, peripherals, Microsoft 365, Entra ID, user accounts, Windows Server, line-of-business applications, and network infrastructure. It also contributes to installations, deployments, upgrades, office moves, and user onboarding and offboarding. The schedule is Monday through Friday, with occasional after-hours or early-morning work as needed. The position is full-time and based onsite in Greenvale, NY, with travel to client locations.

Requirements

Proven experience leading or mentoring technical staff.
Exceptional customer service 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 schedules 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 SLAs 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 clients’ business needs.
Communicate progress, risks, and technical recommendations to clients and internal teams.
Provide Level 2/3 onsite and remote technical support.
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.
Use Ninja RMM for remote access, monitoring, and endpoint support.