Full-Time
Technical Team Lead
Acumen Technology
Compensation Overview
$65k - $84k/yr
Nashville, TN, USA
Hybrid
Hybrid workplace; the role includes both on-site and remote work.
Category
 IT & Security (1) |
|---|
Required Skills
Fortinet
Microsoft Azure
CompTIA Security+
Microsoft Windows
Computer Networking
Cybersecurity
Requirements
- Advanced understanding of Windows operating systems, Microsoft 365 technologies, networking, virtualization, security, printing systems, and business applications.
- Strong diagnostic and troubleshooting abilities with complex technical issues.
- Demonstrated ability to serve as a technical resource and escalation point for support teams.
- Ability to prioritize multiple tasks and adapt quickly in a fast-paced managed services environment.
- Strong interpersonal, communication, customer service, and active listening skills.
- Technical awareness to align support resources with technical issues and business priorities.
- Broad understanding of managed IT services and the organization's supported technology stack.
- Knowledge of service desk tools, monitoring platforms, ticketing systems, and support methodologies.
- Strong documentation and typing skills with attention to detail and accuracy.
- Ability to work independently and collaboratively.
- Ability to maintain professionalism and composure during critical incidents and high-impact outages.
Responsibilities
- Serve as the primary escalation point for complex technical incidents and service requests.
- Provide advanced troubleshooting and problem resolution across Microsoft technologies, networking, security, cloud services, endpoint management, and business applications.
- Assist Service Desk Analysts with issue triage, root cause analysis, and resolution strategies.
- Coordinate cross-functional troubleshooting efforts with engineering teams and vendors when necessary.
- Ensure escalated issues receive appropriate attention, communication, and documented resolution.
- Monitor ticket queues and escalations to help maintain service level objectives and client satisfaction.
- Review technical work for accuracy, completeness, and adherence to company standards.
- Promote effective documentation practices and knowledge sharing across the Service Desk.
- Identify recurring issues and recommend proactive improvements to reduce incident volume and improve service quality.
- Provide technical coaching and guidance to Service Desk team members.
- Share knowledge through training sessions, documentation, and hands-on support.
- Assist with onboarding new employees by providing technical guidance and best practices.
- Encourage continuous technical development and adherence to operational standards.
- Identify opportunities to improve support workflows, automation, monitoring, and client service delivery.
- Contribute to the development and maintenance of standard operating procedures, knowledge base articles, and technical documentation.
- Assist leadership in evaluating support trends and recommending process enhancements.
Desired Qualifications
- Preferred professional IT certifications include Azure Administrator Associate (AZ-104), CompTIA Security+, Microsoft 365 Endpoint Administrator Associate (MD-102), Microsoft Certified: Identity and Access Administrator Associate, and Fortinet Certified Associate.
- At least 5 years of IT support experience, including Tier 2 or Tier 3 troubleshooting responsibilities.
- Experience in a Managed Service Provider environment.
- Experience supporting Microsoft 365, Azure, networking, cybersecurity solutions, and endpoint management platforms.
- A proven history of resolving advanced technical issues while maintaining high levels of customer satisfaction.