IT Support Lead (MSP Focused)
Location: 264 W. 40th St, NY
Type: Full-Time
We’re looking for a technically strong IT Support professional with MSP experience who’s ready to take the next step into leadership. You’ll play a critical role in supporting our growing client base, solving complex issues, and gradually stepping into a leadership role guiding our IT Support Engineers.
Why Join Us
• Work in a fast-paced, MSP environment with cutting-edge tools and technologies.
• Opportunity to step into a leadership role—no prior management experience required.
• Hands-on role with room to grow into team leadership.
• Be part of a supportive and experienced technical team.
What You’ll Do
• Technical Escalations: Serve as the go-to expert for escalated tickets and complex client issues.
• Tool Stack Ownership: Take the lead on optimizing and maintaining key MSP platforms (e.g., RMM, PSA).
• Client Onboarding: Assist with and eventually lead technical onboarding of new clients.
• Process Improvement: Help streamline technical workflows, documentation, and ticket resolution standards.
• Mentorship: Begin mentoring junior engineers and grow into a leadership role over time.
What You Bring
• 3+ years of hands-on IT support experience, ideally in an MSP environment.
• Deep understanding of tools like Microsoft 365, Active Directory, RMMs, PSAs, backup/disaster recovery platforms, and endpoint protection.
• Comfort working in a ticket-based system and handling multiple client environments.
• Strong problem-solving skills and the ability to work independently.
• You don’t need formal leadership experience—but you should be ready to grow into it.
• Relevant IT certifications (e.g., CompTIA, Microsoft, Cisco) are a plus.
