About the Role

As a Service Desk Team Lead / Technical Support Manager, you will be responsible for ensuring the daily operations of the support team run smoothly at the client site. Your key responsibilities will include monitoring agent performance, serving as the point of escalation for high priority incidents, providing onsite training and support to MSP support agents, managing shift schedules, conducting performance check-ins, and tracking team KPIs. You will also communicate updates and represent the MSP in client meetings, enforce adherence to SOPs, and implement continuous improvement of service delivery.

About You

Required:

8+ years' experience in technology support in a large-scale enterprise environment, preferably in person.
5+ years' experience supporting Mac and Windows Endpoints.
5+ years' experience utilizing a ticketing system.
3+ years' experience providing leadership, supervision, and management over a team of in-person IT Service Desk agents.
Experience with Managed Service Providers (MSPs) with an understanding of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
Excellent Communication Skills.
Excellent Managerial Skills.
Excellent Technical Skills in supporting both Mac and Windows environments and device configuration.

Preferred:

Certification(s) preferred: Apple Certified Support Professional, Microsoft Security, Compliance, and Identity Fundamentals, CompTIA A+ Certification.

TekStream accelerates clients’ digital transformation by navigating complex technology environments with a combination of technical expertise and staffing solutions. We guide client decisions, quickly implement the right technologies with the right people and keep them running for sustainable growth. Our battle-tested processes and methodology help companies with legacy systems get to the cloud faster, so they can be agile, reduce costs and improve operational efficiencies. With hundreds of deployments under our belt, we can guarantee on-time and on-budget project delivery. Our core offerings: Cybersecurity/Managed Detection & Response Business Strategy and Implementation Services Business Analytics and Operational Intelligence Solutions Cloud-first Implementation and Business Solutions Collaboration, Content, Integration, and Portal Solutions Information Technology and Technical Recruiting Contract and Permanent Placement RPO (Recruitment Process Outsourcing) FinTech Recruiting Infrastructure as a Service and Platform Migration Services Licensing Consulting Services

Service Desk Team Lead / Technical Support Manager (Onsite)

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Summary

About the Role

About You