Technical Support Lead / Manager

Key Responsibilities: Serve as the senior escalation point for internal IT issues across users, endpoints, servers, cloud services, networking, security, and business applications. Provide technical leadership and mentoring to two junior IT team members, including coaching, task review, troubleshooting guidance, and skills development. Own or lead internal IT projects such as system upgrades, cloud migrations, security improvements, endpoint management, network changes, and process automation. Maintain and improve Microsoft 365, Entra ID/Azure AD, Intune, endpoint security, backup systems, networking, and core infrastructure platforms. Establish and enforce IT standards for documentation, ticket handling, change control, asset management, onboarding/offboarding, and user support. Monitor system health, security alerts, backup status, endpoint compliance, and recurring operational risks. Partner with department leaders to understand business needs and translate them into practical IT solutions. Improve internal helpdesk processes, reduce recurring issues, and ensure timely resolution of user problems. Assist with vendor management, licensing, procurement recommendations, and technology planning. Support cybersecurity best practices including MFA, conditional access, patching, endpoint protection, phishing defense, access reviews, and incident response. Maintain clear documentation for systems, procedures, credentials handoff, network diagrams, and recurring workflows. Participate in budgeting and roadmap planning for IT systems, tools, hardware refreshes, and security initiatives.

Required Qualifications: 5 years of progressive IT experience, ideally in internal IT, managed services, or a hybrid environment. Strong hands-on experience with Microsoft 365, Windows endpoints, Entra ID/Azure AD, Intune or similar endpoint management, networking (Unifi & Fortinet, backups (Datto), and security tools. Proven ability to troubleshoot complex technical issues across users, systems, networks, and cloud services. Experience mentoring or leading junior IT staff. Comfortable balancing hands-on support work with project leadership and technical planning Working knowledge of cybersecurity fundamentals, access control, patching, endpoint protection, and incident response. Pluses Experience with Azure, PowerShell, automation, SharePoint, Teams, VoIP, firewalls, VPNs, RMM tools, or PSA/ticketing platforms. Certifications such as Microsoft 365 Certified Administrator, Azure Administrator, Network, Security, or similar. Experience building IT processes in a growing organization. Prior MSP experience.