Technical Team Lead

The Proactive Technology Group•Glen Cove, NY

2d•$80,000 - $95,000•Onsite

About The Position

The Technical Team Lead is a client-focused, hands-on IT leadership role based at the company’s Greenvale, New York office. The role leads a team of 4–6 help desk technicians, serves as the primary technical contact for assigned clients, provides Level 2/3 support, and assists with project work. Approximately 30% of the role involves travel to client sites across Manhattan, Queens, Brooklyn, and Long Island. The Team Lead oversees ticket queues, workloads, service quality, and escalations while mentoring technicians and improving team processes. The role provides VIP-level support to executives and key client stakeholders, communicates technical progress and recommendations, and supports varied client environments. Work includes troubleshooting end-user devices, Microsoft 365, identity and account management, Windows Server, business applications, and network infrastructure. Project assignments may include network and wireless deployments, equipment replacements, endpoint refreshes, infrastructure upgrades, office IT moves, and user onboarding or offboarding. The role uses IT Glue for documentation, Halo PSA for ticketing and work tracking, and Ninja RMM for remote access, monitoring, and endpoint support. It is full-time, onsite at the Greenvale office, Monday through Friday, with occasional after-hours or early-morning work as needed. The stated annual salary range is $80,000–$95,000.

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 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.
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 and workload priorities, and ensure service-level agreements and 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 primary technical contact for assigned clients and build trusted relationships with client contacts.
Provide VIP-level support to executives and key client stakeholders.
Communicate progress, risks, and technical recommendations to clients and internal teams.
Provide Level 2/3 onsite and remote support for workstations, laptops, peripherals, Microsoft 365, Entra ID, user accounts, Windows Server, line-of-business applications, network connectivity, wireless, switches, 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 sites across Manhattan, Queens, Brooklyn, and Long Island as needed.