Technical Team Lead

The Proactive Technology Group•Garden City, NY

2d•$80,000 - $95,000•Onsite

About The Position

The Technical Team Lead manages a team of 4–6 help desk technicians, serves as the primary technical contact for assigned clients, and contributes to project work. The role combines advanced troubleshooting and hands-on Level 2/3 support with team leadership and VIP-level client service. It is based onsite at the Greenvale, NY office and includes approximately 30% travel to client sites in Manhattan, Queens, Brooklyn, and Long Island. The Team Lead oversees ticket queues, workloads, service quality, and SLAs; mentors technicians; supports client relationships; and communicates technical recommendations and project progress. Technical duties include onsite and remote support for workstations, Microsoft 365, identity and user accounts, Windows Server, applications, and network infrastructure. The role also assists with installations, equipment replacements, deployments, upgrades, office IT moves, and user onboarding and offboarding. The schedule is Monday through Friday, with occasional after-hours or early-morning work as needed for client needs or maintenance windows. The annual salary range is $80,000–$95,000.

Requirements

Proven experience leading or mentoring technical staff.
Exceptional customer service and professionalism under pressure.
Clear communication with executives, end users, and technical teams.
Strong troubleshooting skills and ability to resolve complex issues independently.
Organized, reliable, and able 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 as required by 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 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 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, and network connectivity and equipment.
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.