Technical Team Lead

The Proactive Technology Group•Mineola, NY

1d•$80,000 - $95,000•Onsite

About The Position

The Technical Team Lead is a full-time, onsite role based in the Greenvale, NY office, supporting client environments across Manhattan, Queens, Brooklyn, and Long Island. The role leads a team of 4–6 help desk technicians, acts as the primary technical contact for assigned clients, provides VIP-level client service, and contributes to technical project work. Approximately 30% of the role involves travel to client sites. The position combines team leadership with hands-on Level 2/3 technical support delivered remotely and onsite. It covers workstations, laptops, peripherals, Microsoft 365, Entra ID, user accounts, Windows Server, business applications, network connectivity, wireless, switching, and firewalls. Project work may include network installations and replacements, wireless and endpoint deployments, infrastructure upgrades, office IT moves, and user onboarding and offboarding. The schedule is Monday through Friday, with occasional after-hours or early-morning work as client needs or maintenance windows require. 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 skills 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 managed services or IT support, 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 or 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 by 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 relationships with client contacts and understand their business needs.
Communicate progress, risks, and technical recommendations to clients and internal teams.
Provide Level 2/3 support onsite and remotely 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.
Use Ninja RMM for remote access, monitoring, and endpoint support.
Travel to client locations across Manhattan, Queens, Brooklyn, and Long Island as needed.