Team Lead – IT Service Operations
2 days ago
Philadelphia
Team Lead – IT Service Operations for Cloud & Security Managed Service Provider We are a financially backed niche Cloud, Security Managed Service Provider; we’ve doubled our MRR in the last year-and-a-half and continue investing back into our business expanding market share. · Philadelphia, PA · $75,000 - $95,000 + bonuses + profit sharing · Partial work from Home. What’s notable - over the last 18 months we’ve cornered the market for our niche vertical; we’re looking for hands-on technical and service leadership as we continue to scale the model. Over the last two years we’ve made significant improvements in operational efficiency in lockstep with our growth and run a streamlined, proactive managed services model. · We value quality of life; the average tenure is 5 ½ years and we work hard to make sure success is shared and employees grow with the company. · We outline career tracks for all employees – know what you’re working towards, how to get there and see yourself growing professionally and financially with a financially-backed MSP. Primary Function: Technical Lead on Service Desk (Level 2) + Service Operations + help us scale our repeatable service delivery model as we scale. · We are a niche MSP (go niche or go home); average client size is 50 – 500 users. · We’re looking for someone who has been the go-to person on their MSP team, comfortable owning the tougher technical work while helping L1s. · 60% hands-on technical support + 40% service operations. · Someone who thinks in terms of root cause, standardization and client experiences and not just closing tickets. · Handle L2 technical issues and oversee our repeatable service model; then refine and improve processes as we continue expanding market share. Leadership · Keep a pulse on day-to-day service flow: review the queue, confirm work is progressing and make sure tickets get closed cleanly w/communication. · Own client follows through and check in after work is completed. · Coordinate the team’s workload — assign onsite visits, schedule hands-on work and help junior techs approach problems the right way so they continue to grow. Our Tech Stack · Microsoft 365 + Azure AD / Entra ID across hybrid environments: identity, access, policies, MFA/conditional access, clean tenant hygiene. · Windows Server + Hybrid Cloud (Azure preferred) domain services, GPO and environment standardization · Azure Infrastructure — VM provisioning, virtual networks, storage tiers, backup/DR patterns, and helping move clients toward consistent cloud-first configurations. · Networking Fundamentals — VLANs, routing, VPNs, firewalls (we’ll coach and level-up CLI and secure configuration patterns as you grow). Benefits · Profit Share: Everyone participates when the company wins. · Health, Dental & Vision + 401(k) with match · Generous PTO & Paid Holidays - we built the company so people can actually have a life outside of work. · Professional Development is huge because it aligns everyone’s goals: paid training, certification support and dedicated learning time – we’ll even fund your own home lab. · Career Pathing: Clear progression to management. Know what you’re working towards. We also offer career paths into different teams.