The Lead, Managed Services serves as the operational and technical leader for the TAC team, ensuring the effective management of escalations, incidents, and service delivery outcomes. This role provides day-to-day coordination, and oversight of technical resources to drive timely resolution of customer issues, maintain SLA performance, and deliver exceptional client experiences.

The Lead collaborates closely with TAC management, shared services teams, and customer stakeholders to manage high-impact incidents, remove delivery obstacles, improve operational processes, and develop team capabilities. While this role maintains a strong technical background and serves as a senior resource, its primary responsibility is ensuring the right resources are engaged, incidents are effectively managed, and customer commitments are met.

The ideal candidate possesses strong technical knowledge, exceptional incident management skills, operational leadership experience, and a passion for developing technical teams while driving service excellence.

Job Responsibilities:

Technical Leadership & Escalation Management

• Own the coordination and management of complex technical escalations and critical customer incidents.
• Serve as the primary point of accountability for escalated issues, ensuring appropriate technical resources are engaged and resolution efforts remain on track.
• Lead incident response activities during service disruptions, coordinating cross-functional teams and maintaining stakeholder communication.
• Drive root cause analysis and post-incident reviews to identify corrective and preventive actions.
• Provide technical guidance and oversight to teams working through complex customer issues.
• Review escalation trends and identify opportunities to improve service delivery and reduce recurring incidents.
• Act as a senior technical advisor for TAC-supported services and customer environments.

Team Development & Mentorship

• Provide guidance, coaching, and leadership to TAC team members.
• Assist with onboarding, training, and development of technical staff.
• Identify skill gaps and collaborate with management on development plans.
• Promote adherence to technical standards, operational procedures, and service management best practices.
• Support certification and professional development initiatives across the team.

Service Delivery & Operational Excellence

• Monitor and drive SLA performance across assigned customers and service teams.
• Oversee ticket escalation workflows, workload balancing, and incident prioritization to ensure service commitments are achieved.
• Partner with TAC management to maintain high levels of customer satisfaction and operational performance.
• Proactively identify risks to service delivery and coordinate remediation efforts.
• Participate in customer operational reviews, service reviews, and technical discussions as needed.
• Ensure customer-impacting incidents are effectively communicated, documented, and managed through resolution.
• Recommend operational improvements that enhance service quality, efficiency, and customer experience.

Documentation & Process Improvement

• Ensure accurate documentation of customer environments, incidents, root cause analyses, and operational procedures.
• Develop and improve incident management processes, escalation procedures, and knowledge management practices.
• Identify recurring service issues and coordinate initiatives to reduce operational risk.
• Participate in operational reviews and continuous improvement programs.

Cross-Functional Collaboration

• Work closely with Service Desk, NOC, SOC, Professional Services, and Account Management teams to support customer success.
• Coordinate cross-functional resources during major incidents, escalations, and service-impacting events.
• Facilitate effective communication between technical teams, leadership, and customers.
• Support service transition, onboarding, and implementation activities for new customer environments and services.

Required Qualifications:

• 5+ years of progressive IT support, technical operations, or managed services experience.
• 2+ years of experience leading technical teams, managing escalations, or coordinating incident response activities.
• Strong understanding of incident management, escalation management, and service delivery practices.
• Demonstrated ability to lead complex technical issues through resolution using cross-functional teams.
• Strong technical knowledge across multiple technology platforms and infrastructure domains.
• Excellent customer service, communication, and stakeholder management skills.
• Strong organizational, analytical, and decision-making abilities.
• Ability to prioritize multiple competing priorities in a fast-paced environment.
• Ability to lead technical discussions and influence outcomes without direct authority.

Desired Qualifications:

• Experience in a Managed Service Provider (MSP) environment.
• Previous experience as a technical lead, service delivery lead, incident manager, or escalation manager.
• Strong understanding of ITIL principles, particularly Incident, Problem, and Change Management.
• Experience with ticketing systems, monitoring platforms, and remote management tools.
• Knowledge of networking, cloud platforms, cybersecurity, Microsoft technologies, and enterprise infrastructure.
• Experience presenting technical issues and service impacts to customers and executive stakeholders.

Education:

Bachelor's degree in Computer Science, Information Technology, or a related field preferred, or equivalent combination of education and work experience.

Desired Certifications:

• ITIL Foundation
• Microsoft Certifications
• Cisco Certifications
• CompTIA Network+, Security+, or equivalent industry certifications

Benefits & Compensation

Meriplex employees receive a full benefits package including medical, dental, vision, disability, group term life insurance, 401K, plus PTO, holiday pay, as well as referral bonuses.

Current Pay Range: $80,000-$100,000