The Proactive Technology Group

IT Team Lead

IT Service Desk & End User SupportUpdated on Nov 11

Full-timeGreenvale, NY, USA

About the Job

Requirements

Proven experience leading or mentoring technical staff.
Ability to deliver strong customer service and remain professional under pressure.
Ability to communicate clearly with executives, end users, and technical teams.
Strong troubleshooting skills and ability to resolve complex issues independently.
Ability to stay organized, reliable, and balance team management with hands-on work.
Ability to adapt to different client environments and technologies.
Scheduling flexibility for occasional after-hours or early-morning work for client needs or maintenance windows.
Valid driver’s license and ability to travel to client locations as needed.

Responsibilities

Lead, mentor, and support a team of 4–6 help desk technicians.
Oversee ticket queues, prioritize workloads, and ensure service-level agreements and service quality standards are met.
Serve as the help desk team’s escalation point, providing technical guidance and coaching.
Review documentation and ticket notes for accuracy and completeness.
Identify recurring issues and drive team process improvements.
Act as the main technical contact for assigned clients.
Provide VIP-level support to executives and key client stakeholders.
Build trusted relationships with client contacts and understand their business needs.
Communicate progress, risks, and technical recommendations to clients and internal teams.
Provide Level 2/3 onsite and remote support for workstations, laptops, peripherals, Microsoft 365, Entra ID, user accounts, Windows Server, line-of-business applications, network connectivity, wireless, switching, and firewalls.
Escalate complex issues to senior engineers or project resources when appropriate.
Assist with network equipment installations and replacements, firewall and switch swaps, wireless deployments, endpoint deployments and refreshes, server and infrastructure upgrades, office IT moves, and user onboarding/offboarding.
Document work, technical findings, and client environment details in IT Glue.
Use Halo PSA for ticket management, time entry, and work tracking.
Use Ninja RMM for remote access, monitoring, and endpoint support.

Desired Qualifications

3–5+ years in a managed services or IT support role, including Level 2/3 support.
Prior experience in a team lead, supervisory, or senior technician role.
Experience supporting Microsoft 365, Windows 10/11, Windows Server, and Azure and Entra ID environments.
Experience with network infrastructure including switches, firewalls, and wireless.
Familiarity with SonicWall, Meraki, UniFi, and Ruckus.
Experience with IT documentation platforms and PSA/ticketing systems.

IT Team Lead

The Proactive Technology Group · Nassau, United States · Full-time · Posted 2026-10-29

Salary: USD 80,000–110,000

Workplace: on_site

Description

We’re looking for a technically strong, client-focused IT Team Lead to join our team. This role is based out of our Greenvale, NY office and supports a wide range of client environments across Manhattan, Queens, Brooklyn, and Long Island.

The Team Lead will manage a team of 4–6 help desk technicians, serve as the primary technical point of contact for our clients, and assist with project work. This position is ideal for someone who combines advanced troubleshooting skills with strong leadership and a commitment to delivering VIP-level client service. Approximately 30% of the role is spent at client sites.

Position Details

Job Type: Full-time
Location: Based onsite in our Greenvale, NY office
Travel: Approximately 30% travel to client sites in Manhattan, Queens, Brooklyn, and Long Island
Schedule: Monday through Friday with occasional after-hours work as needed
Annual Salary Range: 80k-110k

What You’ll Do

Leadership

Lead, mentor, and support a team of 4–6 help desk technicians.
Oversee ticket queues, prioritize workloads, and ensure SLAs and service quality standards are met.
Serve as the escalation point for the help desk team, providing technical guidance and coaching.
Review documentation and ticket notes for accuracy and completeness.
Identify recurring issues and drive process improvements across the team.

Client Relationships

Act as the main technical contact for assigned clients.
Provide VIP-level support to executives and key client stakeholders.
Build strong, trusted relationships with client contacts and understand their business needs.
Clearly communicate progress, risks, and technical recommendations to clients and internal teams.

Technical Support

Provide Level 2/3 support, onsite and remote, for issues involving:
Workstations, laptops, and peripherals.
Microsoft 365, Entra ID, and user account management.
Windows Server and line-of-business applications.
Network connectivity, wireless, switching, and firewalls.
Escalate complex issues to senior engineers or project resources when appropriate.

Project Work

Assist with project tasks such as:
Network equipment installations and replacements.
Firewall and switch swaps.
Wireless deployments.
Endpoint deployments and refreshes.
Server and infrastructure upgrades.
Office IT moves and user onboarding/offboarding.

Tools & Documentation

Document work, technical findings, and client environment details in IT Glue.
Use Halo PSA for ticket management, time entry, and work tracking.
Use Ninja RMM for remote access, monitoring, and endpoint support.

Requirements

You’re a Good Fit If You:

Have proven experience leading or mentoring technical staff.
Deliver exceptional customer service and remain professional under pressure.
Communicate clearly with executives, end users, and technical teams.
Have strong troubleshooting skills and can resolve complex issues independently.
Are organized, reliable, and able to balance team management with hands-on work.
Adapt quickly to different client environments and technologies.
Are flexible with scheduling, as some after-hours or early-morning work may be required for client needs or maintenance windows.

Preferred Experience

3–5+ years in a managed services or IT support role, including Level 2/3 support.
Prior experience in a team lead, supervisory, or senior technician role.
Experience supporting:
Microsoft 365
Windows 10/11
Windows Server
Azure and Entra ID environments
Network infrastructure including switches, firewalls, and wireless
Familiarity with technologies such as SonicWall, Meraki, UniFi, and Ruckus.
Experience with IT documentation platforms and PSA/ticketing systems.
Valid driver’s license and ability to travel to client locations as needed.

Benefits

401(k).
401(k) matching.
Dental insurance.
Health insurance.
Life insurance.
Paid time off.
Parental leave.
Professional development assistance.
Referral program.
Vision insurance.

Apply

Apply at The Proactive Technology Group

About the Company

The Proactive Technology Group

Company size: Not listed
Company stage: Not listed
Total funding: Not listed
Headquarters: Not listed
Founded: Not listed

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