IT Team Lead

TL;DR

IT Team Lead (MSP): Managing a pod of IT technicians and overseeing service desk operations with an accent on team mentorship, queue management, and performance optimization. Focus on driving process improvements, maintaining high service standards, and ensuring team accountability in a fast-paced environment.

Location: Must be based in or able to commute to Lakewood, New Jersey (Hybrid)

Salary: $90,000–$110,000

Company

A fast-paced, people-first Managed Service Provider (MSP) focused on career growth and team autonomy.

What you will do

• Lead and mentor a team of technicians, setting the tone and delegating tasks effectively.
• Manage day-to-day coverage, including PTO, on-call schedules, and queue volume.
• Coach technicians on tools, processes, and best practices through ongoing feedback.
• Monitor team performance metrics like ticket volume, CSAT, and SLAs to proactively address trends.
• Communicate proactively with the Service Manager and escalate issues as needed.
• Identify process gaps and drive improvements across the service desk team.

Requirements

• Must be based in or able to commute to Lakewood, New Jersey
• Experience leading or mentoring a team in a technical environment.
• Background in IT support, helpdesk, or a related technical field.
• Strong communication skills with the ability to provide direct feedback and work cross-functionally.
• Organized, accountable, and comfortable making decisions under pressure.
• Proficiency with tools such as ConnectWise, Microsoft 365, and Azure.

Nice to have

• Previous experience working in an MSP environment.

Culture & Benefits

• Nationwide medical, dental, and life insurance.
• 401(k) with company matching.
• HSA and FSA options.
• Generous PTO policy and flexible working schedule.
• Paid training and certification assistance.
• $500 sign-on bonus.