Lead, Managed ServicesThe Lead, Managed Services, serves as the senior technical resource and escalation point for the TAC team. This role provides day-to-day technical leadership, mentorship, and operational support to ensure timely resolution of customer issues and delivery of exceptional service. The Lead collaborates closely with TAC management to drive service excellence, improve processes, maintain documentation standards, and develop team capabilities.
The ideal candidate possesses advanced technical expertise, strong troubleshooting skills, and a passion for coaching others while serving as a subject matter expert for complex customer environments.
Job Responsibilities:
Technical Leadership & Escalation Management- Serve as the primary escalation point for complex technical incidents and service requests.
- Provide advanced troubleshooting and root cause analysis for critical customer issues.
- Lead technical response efforts during high-priority incidents and service disruptions.
- Assist team members with diagnosing and resolving technical challenges across supported technologies.
- Act as a subject matter expert for TAC-supported services and solutions.
- Review and validate technical solutions prior to implementation when appropriate.
Team Development & Mentorship- Provide guidance, coaching, and technical mentoring to TAC team members.
- Assist with onboarding and training of new technicians.
- Identify skill gaps and recommend development opportunities for team members.
- Promote adherence to technical standards, best practices, and operational procedures.
- Support certification and professional development initiatives across the team.
Service Delivery & Operational Excellence- Assist in monitoring ticket queues and workload distribution to ensure service levels are met.
- Partner with TAC management to maintain service quality and customer satisfaction.
- Monitor SLA performance and proactively identify risks to service delivery.
- Participate in customer meetings and technical review discussions as needed.
- Ensure accurate and thorough documentation of customer environments, incidents, and resolutions.
- Recommend process improvements that enhance efficiency, consistency, and customer experience.
Documentation & Process Improvement- Develop, maintain, and improve technical documentation, knowledge base articles, and support procedures.
- Assist in creating standards and best practices for service delivery.
- Identify recurring issues and recommend preventative solutions.
- Participate in operational reviews and continuous improvement initiatives.
Cross-Functional Collaboration- Work closely with Service Desk, NOC, Engineering, Professional Services, and Account Management teams to support customer success.
- Facilitate effective communication between departments during escalated incidents.
- Support implementation and transition activities for new customer environments and services.
Required Qualifications:- 5+ years of progressive IT support or technical operations experience.
- 2+ years of experience serving as a senior technician, escalation engineer, or technical lead.
- Strong troubleshooting skills across multiple technology platforms.
- Demonstrated ability to mentor and develop technical team members.
- Excellent customer service and communication skills.
- Strong organizational and analytical abilities.
- Ability to prioritize multiple competing tasks 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 serving as an escalation engineer, team lead, or senior technical resource.
- Strong understanding of ITIL principles and service management practices.
- Experience with ticketing systems, monitoring platforms, and remote management tools.
- Knowledge of networking, cloud platforms, cybersecurity, Microsoft technologies, and enterprise infrastructure.
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
Standard Meriplex business hours of 8:00 AM to 5:00 PM with flexibility to support after-hours escalations and critical customer issues as needed. Travel up to 20% may be required based on business and customer needs.
