Tier 2 Team Lead – Unified Support
About The Position
Under the leadership of the Unified Support Director and EVP of Managed Service Delivery, the Tier 2 Team Lead- Unified Support is responsible for the day-to-day operational control of Tier 2 ticket execution. This role ensures predictable SLA performance, disciplined follow-up, and proper escalation to Tier 3/Engineering. The Tier 2 Team Lead functions as a system operator and escalation governor, not a senior technician or personal escalation resource. The role exists to ensure Tier 2 operates as an intentional execution layer that protects SLAs, maintains customer confidence, and supports effective engineering engagement.
Requirements
- Strong understanding of managed services operations and SLA-based service delivery models.
- Working knowledge of ConnectWise ticket boards, statuses, and escalation mechanics.
- Demonstrated ability to enforce process, manage competing priorities, and make objective decisions under pressure.
- Excellent verbal and written communication skills.
- Systems-oriented mindset with strong risk and pattern recognition capabilities.
- Bachelor’s degree in Information Technology, Business, or related field preferred.
- 3–5 years of experience in Managed Services or Tier 2 support roles required.
- Experience working in SLA-managed environments required.
Nice To Haves
- Prior lead or coordination responsibility strongly preferred.
- Relevant technical or service management certifications a plus.
Responsibilities
- Actively monitors Response, Resolution Plan, and Resolution SLAs for all Tier 2-managed tickets.
- Identifies SLA risk early and initiates corrective action before breach occurs.
- Ensures customers receive timely, consistent updates aligned to ticket priority and SLA requirements.
- Owns daily health of all Tier 2-assigned tickets, including backlog, aging, and stalled work.
- Enforces clear next-action documentation and follow-up commitments.
- Intervenes directly when Tier 2 tickets lose momentum or ownership.
- Serves as the formal escalation gate between Tier 2 and Engineering.
- Enforces escalation readiness standards including documented troubleshooting, customer impact, and reason for escalation.
- Pushes back on premature, undocumented, or invalid escalations.
- Ensures proper board usage, status transitions, and SLA clock management in accordance with the Service Delivery Operating Model.
- Prevents Tier 2 work from bypassing defined workflows or becoming informal engineering work.
- Acts with authority to reassign tickets, enforce escalation rules, and intervene in service flow without additional approval.
- Coaches Tier 2 technicians on workflow discipline, documentation quality, and follow-through.
- Escalates systemic risks or behavioral patterns that undermine service performance.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
