Technical Support Team Lead, Dedicated Team

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Full Time JACKSONVILLE, FL, US

Salary Range: $55,000.00 To $65,000.00 Annually

Technical Support Team Lead - Dedicated Team

FLAGLER TECHNOLOGIES Managed Services

United States | Full-Time | Remote

We’re more than just an IT support provider - we’re a team committed to delivering exceptional service while fostering growth and development within our ranks. Our mission is to empower the next generation of IT professionals by creating opportunities for leadership and career advancement. When you join us, you become part of a team that’s as invested in your success as we are in providing top‑tier support to our clients.

For this position, we’re looking for an experienced technical leader who can guide a dedicated support team, serve as a trusted operational contact for the customer, and remain actively engaged in resolving complex technical issues.

As the Technical Support Team Lead for a dedicated customer environment, you’ll balance hands‑on technical work with team coordination, service-delivery oversight, and customer communication. You’ll help the team stay focused, remove roadblocks, maintain accountability, and ensure the customer receives responsive and consistent support.

A typical day may include:

• Coordinating daily workloads, assigning tasks, and prioritizing service requests, incidents, and operational activities across the dedicated support team.
• Monitoring ticket queues, backlogs, work assignments, resolution times, and SLA performance to keep service delivery on track.
• Serving as the first escalation point for team members who need technical assistance, operational guidance, or support resolving customer concerns.
• Providing advanced troubleshooting and root‑cause analysis across Microsoft 365, Active Directory, hybrid infrastructure, networking, and MFA environments.
• Using intermediate Power Shell scripting to automate administrative work, streamline repeatable processes, and improve operational efficiency.
• Serving as a primary operational contact for customer stakeholders and providing clear updates on priorities, outstanding issues, risks, and ongoing activities.
• Participating in recurring customer meetings to review service performance, open items, upcoming initiatives, and opportunities for improvement.
• Reviewing ticket notes, technical documentation, and employee time entries for accuracy, completeness, and compliance with company standards.
• Coaching and mentoring team members, supporting onboarding and knowledge transfer, and reinforcing accountability and service‑delivery expectations.
• Identifying workload imbalances, performance concerns, coverage gaps, recurring incidents, and resource constraints, then escalating or addressing them appropriately.
• Coordinating with Managed Services, Engineering, Project Management, Customer Success, account management, and third parties when broader support is required.
• Developing and maintaining standard operating procedures, technical documentation, and knowledge‑base content that improve consistency and customer outcomes.

This is a full‑time remote position supporting a dedicated customer environment. The role requires consistent availability, ownership, and the ability to shift comfortably between technical escalation, team leadership, and customer‑facing responsibilities.

We’re looking for someone who combines strong Microsoft and infrastructure support experience with the judgment, communication skills, and organizational discipline needed to lead…