Job Description:Key ResponsibilitiesTechnical Team Lead- Manage the ticket queue and client escalation pipeline daily across the client portfolio, ensuring requests are correctly prioritized and resolved within each client's SLA.
- Manage Tier 1/Tier 2 technicians; monitor and analyze team performance metrics and work with the SM to implement corrective actions.
- Mentor and coach Tier 1/Tier 2 technical resources.
- Act as an escalation point for the SM, taking on additional scope as required.
- Manage responses to and assist in major IT incidents across managed environments.
- Manage client scoping requests and IMACs (Install/Move/Add/Change requests) across managed accounts within established SLAs.
- Deliver a "White Glove" experience, ensuring every client interaction is professional and positive.
- Anticipate and plan for increases in client needs and service levels across the client base.
- Some onsite work may be required for service-related issues at client sites.
- Act as a client SME (Subject Matter Expert), providing hands-on technical guidance on complex issues across multiple client environments.
- Create and contribute to KB/SOP documentation to embed best practices.
- Maintain strong ticket hygiene in the PSA: accurate logs, notes, activity reports, and ticket execution.
- Act as vendor coordination and liaison point for vendor-specific issues or requests.
- Support and help maintain the PSA/RMM toolset used to manage and monitor client environments.
- Participate in after-hours or on-call support rotations as assigned, in accordance with company policies and applicable employment standards
Troubleshooting- Windows & macOS support: endpoint troubleshooting for laptops, peripherals, printers, and remote access tools.
- Microsoft 365: Exchange Online (mail flow, shared mailboxes, permissions), Teams, SharePoint/OneDrive, licensing and user administration.
- Identity: Active Directory and Entra ID - ADDS, GPO, account lifecycle, group membership, conditional access, and MFA.
- Networking: DNS/DHCP, VPN, firewalls, VLANs, routing & switching, Wi-Fi, and VoIP.
- Server & virtualization: Windows Server administration and troubleshooting; virtualization (Hyper-V or similar hypervisors).
- IP-based & non-traditional systems: CCTV/NVR, access control/building automation, EV systems, and digital signage, escalating to vendors or Tier 3 as needed.
Required Qualifications- Diploma or Bachelor's degree in Information Technology, Computer Science, or a related field.
- Minimum 4-7 years of IT infrastructure, Systems Administration, or similar IT support experience in a Managed Service Provider (MSP) environment, including proven Tier 2 troubleshooting capability.
- Minimum 1+ year of experience in management or leadership role within an IT service delivery environment.
- Experience supporting multiple clients or accounts concurrently in a managed services environment.
- Experience implementing, managing, and supporting third-party cloud services.
- SME-level expertise in Windows Server & Desktop Administration, virtualization, and networking (firewalls, VLANs, VPNs, routing & switching).
- Advanced troubleshooting and escalation-handling skills, working harmoniously across teams for successful client delivery.
- Strong communication, interpersonal, and organizational skills; able to multitask in a fast-paced, SLA-driven environment, internally and client-facing.
- A self-starter with a genuine desire to help grow and mentor the team.
- Completion of professionally recognized technical certifications.
- Successful completion of a criminal background check.
Nice to Have- Experience with Halo PSA (or similar PSA/RMM tools), endpoint security/EDR, and backup platforms.
- Certifications such as CompTIA A+/Network+, Microsoft, or other relevant vendor certifications.
Success in First 90 Days- Effectively manages the ticket queue and escalation pipeline across the client portfolio within established SLAs.
- Build strong working relationships with the TAM, SM, and clients as a trusted escalation point.
- Demonstrates sound mentorship of Tier 1/Tier 2 technicians and measurable improvement in team performance metrics.
Salary Range:$80,000 - $95,000 Annually
How To Apply:Please apply through the link on the job posting and attach your resume and any other required documents.
We thank all applicants for your interest in the CapWest. Note that only those applicants under consideration will be contacted.
