Client Service Lead

We're looking for a Technical Service Lead who thrives at the intersection of technical support, service operations, customer experience, and team leadership
.

This is not a dispatcher or service coordinator position
.

The Technical Service Lead will serve as a technical escalation point for Level 1 and Level 2 technicians
, helping the team resolve issues involving Microsoft 365, Active Directory, Entra , endpoint support, identity and access management, networking, applications, and other common IT support technologies.

You will manage the flow of work across the client’s service board, but your responsibility goes beyond assigning tickets. You will actively assist technicians with troubleshooting, review technical work, take ownership of difficult or high‑impact issues, and determine when escalation to senior engineering resources is appropriate.

When necessary, you’ll work directly on technical issues yourself—particularly when doing so can restore service faster, prevent an escalation, support a technician, or improve the client experience.

The ideal candidate is someone who can move comfortably between leading the service board, troubleshooting a technical issue, coaching a technician, reviewing ticket quality, communicating with a client, and coordinating an escalation with senior engineers
.

• Manage the client's service board throughout the day.
• Prioritize incoming work and assign tickets based on urgency, impact, and technician skillset.
• Balance workloads and ensure tickets receive timely attention.
• Keep work moving and prevent issues from falling through the cracks.

• Ensure adequate technician availability for live support needs.
• Facilitate warm handoffs and escalations when additional expertise is required.

• Review active and completed tickets for accuracy, documentation, communication quality, and adherence to standards.
• Identify aging or stalled tickets and take action to move them toward resolution.
• Address recurring quality concerns before they impact the client.

• Provide direct feedback and coaching to technicians.
• Use ticket reviews and service metrics to identify training opportunities.
• Support continuous improvement of processes, documentation, and workflows.

• Verify technicians are following client‑specific procedures and approval requirements.
• Maintain consistency across software requests, access management, licensing, and escalation processes.
• Communicate procedural changes and reinforce best practices.
• Personally handle approved routine requests such as:
  • Group membership changes
  • Application and license assignments
  • Whitelisting requests

Candidates should have practical experience with several of the following:

• Microsoft 365 administration
• Exchange Online
• Active Directory and Group Policy
• Microsoft Intune and endpoint management
• Windows 10/11 troubleshooting
• Power Shell administration and automation
• MFA, Conditional Access, and SSO
• DNS, DHCP, TCP/IP, VPN, and Wi‑Fi troubleshooting
• Endpoint security and antivirus/EDR platforms
• RMM and remote‑support platforms
• Connect Wise PSA or similar ticketing/PSA systems
• User provisioning, licensing, and access management
• Basic server and infrastructure troubleshooting
• ITIL incident, problem, and escalation management
• Experience supporting client or white‑glove service model.
• Experience creating or improving SOPs and operational documentation.

This is a full time, permanent position. Benefits include Medical and Dental healthcare, short and long‑term disability insurance, and 401K programs.

Please note that this position will be dedicated to supporting clients…