Lead Systems Administrator; MSP

We are a growing Managed Service Provider supporting SMB clients throughout the Atlanta Metropolitan Area. We are seeking a Service Desk Team Lead to serve as a hands-on technical leader and primary escalation resource for the Service Desk.

This is not a pure management role. The Service Desk Team Lead will remain hands-on resolving advanced technical issues while mentoring Tier 1 and Tier 2 technicians, improving troubleshooting standards, and helping the team resolve more issues without escalating to Engineering.

• Serve as the primary technical escalation point for Tier 1 and Tier 2 Service Desk technicians.
• Troubleshoot advanced Microsoft 365, Windows, networking, security, and cloud-related issues.
• Provide remote and onsite technical support across multiple client environments.
• Administer Microsoft 365, Entra /Azure, user accounts, licensing, security, and device management.
• Support Windows Server and Active Directory environments.
• Troubleshoot DNS, DHCP, VPNs, firewalls, wireless, and general network connectivity.
• Assist with endpoint security, backups, and security remediation.
• Handle onboarding/offboarding and workstation deployments.
• Maintain ownership of escalated issues through resolution.
• Mentor and coach junior technicians.
• Improve SOPs, knowledge base articles, documentation, and Service Desk processes.
• Maintain strong client communication throughout the support process.

• 5+ years of hands-on IT support experience
• MSP experience strongly preferred
• Strong Tier 2/Tier 3 troubleshooting and escalation experience
• Microsoft 365 administration
• Active Directory / Windows environments
• Working knowledge of DNS, DHCP, VPNs, firewalls, and wireless networking
• Experience mentoring junior technicians or serving as a senior escalation resource
• Ability to independently troubleshoot unfamiliar technical issues
• Connect Wise experience is a plus
• Prior Team Lead experience is a plus but not required

• Atlanta Metropolitan Area – Local WFH / Hybrid
• Primarily local WFH
• One day per week in office
• Work from home when not required onsite
• Occasional travel to client sites throughout the Atlanta Metro area
• Approximately 30% client-site work

• $65K–$85K
• 401(k) with 3% match
• Unlimited PTO
• Team outings and company events

This is an excellent opportunity for a strong Tier 2/Tier 3 MSP Engineer or Senior Service Desk Engineer who is already the person junior technicians turn to for help and wants to formally move into a Team Lead position while remaining technical and hands-on.