MSP Team Lead

The Proactive Technology Group•New York, NY

2d•$80,000 - $95,000•Onsite

About The Position

Proactive Technology Group is seeking a technically strong, client-focused Technical Team Lead/Manager to support client environments across Manhattan, Queens, Brooklyn, and Long Island. The role is based onsite at the company’s Greenvale, New York office, with approximately 30% travel to client sites. The Team Lead manages a team of 4–6 help desk technicians, serves as the primary technical contact for assigned clients, provides VIP-level service, and assists with project work. The position combines team leadership with hands-on Level 2/3 technical support and is suited to someone who can troubleshoot complex issues, guide technicians, maintain strong client relationships, and balance management duties with direct technical work. The position is full-time, Monday through Friday, with occasional after-hours or early-morning work as needed for client requirements and maintenance windows. The annual salary range is $80,000–$95,000. The role uses IT Glue for documentation, Halo PSA for ticket management and work tracking, and Ninja RMM for remote access, monitoring, and endpoint support.

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 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, 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 or 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 process improvements across the team.
Act as the main technical contact for assigned clients and provide VIP-level support to executives and key client stakeholders.
Build trusted relationships with client contacts and understand their business needs.
Communicate progress, risks, and technical recommendations clearly 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.