Support Team Lead

ISI Enterprises • Reston, VA

2d • $95,000 - $105,000 • Hybrid

About The Position

ISI Enterprises is a Managed Service Provider (MSP) and Managed Security Services (MSS) firm supporting defense and government contractors. We deliver Tiered IT support, compliance driven security services, and customer focused solutions aligned with ISO 200001 and CMMC standards.
The Support Team Lead is a hands-on technical leader responsible for guiding a shift-based team of Tier 1, Tier 2, and Tier 3 support engineers. This role balances technical expertise with people leadership resolving escalated issues, mentoring team members, and ensuring that SLAs and CSAT goals are consistently met. The Team Lead acts as the first line of leadership in the Support organization and is critical in maintaining high quality customer experiences.

Requirements

• US Citizenship Required. Must possess and be able to maintain a Secret Clearance.
• 3+ years of IT support experience, including 2+ years in a Tier 2/3 technical role.
• Strong technical background in Windows Server, Office 365/Azure AD, Intune, RMM platforms, endpoint security, and networking fundamentals.
• Experience with macOS/iOS support in enterprise environments.
• Demonstrated leadership ability (team lead, shift lead, or mentoring experience).
• Excellent problem-solving, communication, and customer service skills.

Nice To Haves

• Familiarity with MSP environments and compliance frameworks (ISO, CMMC, NIST) is a plus.

Responsibilities

• Lead and mentor Tier 1 and Tier 2 engineers during daily operations.
• Support onboarding and training of new hires, ensuring completion of 30, 60, day development plans.
• Monitor ticket queues, assign work, and ensure SLA adherence.
• Conduct coaching sessions to improve technical troubleshooting and customer service.
• Act as escalation point for complex Tier 2 and Tier 3 technical issues.
• Troubleshoot Windows, macOS/iOS environments, networking, DNS, Intune, Defender, Webroot, and RMM toolsets.
• Manage vendor escalations (Microsoft, hardware, third party providers).
• Ensure security policies, compliance requirements, and IT best practices are consistently applied.
• Track and report on daily performance, including SLA metrics and CSAT scores.
• Partner with Support Manager on shift scheduling, process improvements, and documentation.
• Contribute to SOPs for Incident, Service Request, and Problem Management
• Support device lifecycle processes (onboarding, offboarding, device wipe/reimage, endpoint management).

Benefits

• The salary range for this role is $95,000 - $105,000 commensurate with experience and qualifications.
• Hybrid work.
• A competitive salary and benefits package.
• A casual, friendly, and relaxed work environment.
• Professional growth encouragement and support.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed