Support Team Lead

Job Description

Job Description

MSP Support Team Lead

About ISI Enterprises

ISI Enterprises is a Managed Service Provider (MSP) and Managed Security Services (MSS) firm supporting defense and government contractors. We deliver Tiered IT support, compliance driven security services, and customer focused solutions aligned with ISO 200001 and CMMC standards.

Position Overview

The Support Team Lead is a hands-on technical leader responsible for guiding a shift-based team of Tier 1, Tier 2, and Tier 3 support engineers. This role balances technical expertise with people leadership resolving escalated issues, mentoring team members, and ensuring that SLAs and CSAT goals are consistently met. The Team Lead acts as the first line of leadership in the Support organization and is critical in maintaining high quality customer experiences.

Key Responsibilities

Team Leadership

Lead and mentor Tier 1 and Tier 2 engineers during daily operations.

Support onboarding and training of new hires, ensuring completion of 30, 60, day development plans.

Monitor ticket queues, assign work, and ensure SLA adherence.

Conduct coaching sessions to improve technical troubleshooting and customer service.

Technical Expertise

Act as escalation point for complex Tier 2 and Tier 3 technical issues.

Troubleshoot Windows, macOS / iOS environments, networking, DNS, Intune, Defender, Webroot, and RMM toolsets.

Manage vendor escalations (Microsoft, hardware, third party providers).

Ensure security policies, compliance requirements, and IT best practices are consistently applied.

Operational Excellence

Track and report on daily performance, including SLA metrics and CSAT scores.

Partner with Support Manager on shift scheduling, process improvements, and documentation.

Contribute to SOPs for Incident, Service Request, and Problem Management

Support device lifecycle processes (onboarding, offboarding, device wipe / reimage, endpoint management).

Qualifications

3+ years of IT support experience, including 2+ years in a Tier 2 / 3 technical role.

Strong technical background in Windows Server, Office 365 / Azure AD, Intune, RMM platforms, endpoint security, and networking fundamentals.

Experience with macOS / iOS support in enterprise environments.

Demonstrated leadership ability (team lead, shift lead, or mentoring experience).

Excellent problem-solving, communication, and customer service skills.

Familiarity with MSP environments and compliance frameworks (ISO, CMMC, NIST) is a plus.

Key Success Metrics

SLA compliance consistently above 95%.

CSAT maintained between 95 - 99%.

Reduced escalation volume through coaching and Tier 1 / 2 enablement.

Strong team engagement and skill development.

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