What are the responsibilities and job description for the Helpdesk Team Lead / Senior Support Technician position at Technogroup Inc?
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Opportunity for advancement
- Paid time off
- Training & development
- Vision insurance
About the Role
- Team: Service Desk / Support
- Location: Onsite
- Hours: Monday through Friday 8AM – 5PM
- Start Date: Flexible
How We’ll Set You Up for Success
- Comprehensive onboarding to understand our service structure, ticketing system, and technology stack
- Access to senior-level resources and a collaborative environment for escalated issues
- Opportunities for technical leadership, mentorship, and day-to-day supervisory development
- Ongoing training and certification support, aligned with your professional goals
What You’ll Do
• Serve as a technical escalation point for helpdesk technicians, assisting with complex issues and guiding resolution paths
• Support Level 1 and Level 2 team members by answering technical questions and encouraging skill development through hands-on guidance
• Monitor ticket activity and quality, helping ensure documentation standards and SLAs are being met
• Assist in coordinating team availability by helping review timecards, managing PTO visibility, and supporting the Technical Services Coordinator with resourcing clarity
• Provide real-time coaching during ticket handling, helping the team improve accuracy, efficiency, and troubleshooting techniques
• Collaborate with the Technical Services Coordinator to support appropriate ticket assignments and task ownership
• Actively work support tickets alongside the team, maintaining personal technical contribution while setting a quality standard
• Encourage and participate in knowledge base documentation, helping capture lessons learned and repeatable solutions
• Relay relevant feedback to leadership regarding team performance trends or recurring technical issues
• Help foster a positive, accountable, and solutions-driven team environment through daily interactions and supportive leadership
• Support Level 1 and Level 2 team members by answering technical questions and encouraging skill development through hands-on guidance
• Monitor ticket activity and quality, helping ensure documentation standards and SLAs are being met
• Assist in coordinating team availability by helping review timecards, managing PTO visibility, and supporting the Technical Services Coordinator with resourcing clarity
• Provide real-time coaching during ticket handling, helping the team improve accuracy, efficiency, and troubleshooting techniques
• Collaborate with the Technical Services Coordinator to support appropriate ticket assignments and task ownership
• Actively work support tickets alongside the team, maintaining personal technical contribution while setting a quality standard
• Encourage and participate in knowledge base documentation, helping capture lessons learned and repeatable solutions
• Relay relevant feedback to leadership regarding team performance trends or recurring technical issues
• Help foster a positive, accountable, and solutions-driven team environment through daily interactions and supportive leadership
About You
• 5 years of hands-on IT support experience, preferably in an MSP or high-volume helpdesk setting
• Proven experience in support escalation, mentoring junior technicians, and handling complex troubleshooting
• Strong understanding of Windows Server environments, Active Directory, DNS, DHCP, and group policy
• Proficiency with Microsoft 365, Azure, and related cloud/hybrid infrastructure
• Hands-on experience with firewall management (e.g., WatchGuard, SonicWall, Sophos), network devices, and endpoint security
• Strong communication and leadership skills, with a customer-first approach
• Highly organized with attention to ticketing detail, documentation standards, and team coordination
• Proven experience in support escalation, mentoring junior technicians, and handling complex troubleshooting
• Strong understanding of Windows Server environments, Active Directory, DNS, DHCP, and group policy
• Proficiency with Microsoft 365, Azure, and related cloud/hybrid infrastructure
• Hands-on experience with firewall management (e.g., WatchGuard, SonicWall, Sophos), network devices, and endpoint security
• Strong communication and leadership skills, with a customer-first approach
• Highly organized with attention to ticketing detail, documentation standards, and team coordination
Nice-to-Haves
• Certifications such as Microsoft 365 Certified, Azure Administrator, CCNP, or WatchGuard
• Experience with ConnectWise Manage or similar PSA/RMM platforms
• Familiarity with backup and disaster recovery platforms, VoIP, or monitoring tools
• Exposure to ticket triage, alert response, or NOC-style environments
• Certifications such as Microsoft 365 Certified, Azure Administrator, CCNP, or WatchGuard
• Experience with ConnectWise Manage or similar PSA/RMM platforms
• Familiarity with backup and disaster recovery platforms, VoIP, or monitoring tools
• Exposure to ticket triage, alert response, or NOC-style environments
About ComSys
At ComSys, we believe that great IT support is built on strong processes, expert technicians, and a team-focused culture. We’re committed to helping employees grow their careers through hands-on experience, mentorship, and exposure to modern IT systems.
Join Us
If you’re an experienced Level 3 tech looking for a leadership path that balances technical depth with team accountability, we’d love to have you on board.
Salary : $70,000 - $85,000
