MSP Team Lead

The Proactive Technology Group•Nassau, NY

2d•$80,000 - $95,000•Onsite

About The Position

Proactive Technology Group (PTG), an $8M+ managed IT services company with 35 employees, is hiring a technically strong, client-focused Team Lead to support mid-market businesses across the New York metro area. The role is based onsite at PTG’s Greenvale, NY office and supports client environments in Manhattan, Queens, Brooklyn, and Long Island. Approximately 30% of the role involves travel to client sites. The Team Lead manages 4–6 help desk technicians, serves as the primary technical contact for assigned clients, provides VIP-level support, and assists with project work. The position combines team leadership, client relationship management, hands-on Level 2/3 technical support, and project assistance. The schedule is Monday through Friday, with occasional after-hours work as needed.

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, Azure and Entra ID environments, and 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 process improvements across the team.
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 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.