IT Lead for MSP

We are seeking an experienced IT Lead to join our Managed Service Provider (MSP) team supporting small to mid-sized businesses. This role oversees daily service operations, ensures high-quality project delivery, and serves as the key escalation point for technical and service-related issues. The IT Lead will manage one direct report responsible for project completion and field support, while also being hands-on in customer onboarding, on-site service, and internal IT management.

Key Responsibilities

Team & Project Management

• Manage and mentor one team member responsible for projects and field support.
• Ensure all client projects are completed accurately, on time, and within scope.
• Provide guidance and support for complex technical or service escalations.

Customer Onboarding & Service Management

• Lead the onboarding process for new clients, ensuring smooth transitions into managed services.
• Serve as the primary escalation point for Help Desk and field technicians on service-related issues.
• Coordinate with clients and internal teams to ensure exceptional service delivery and satisfaction.

Technical & Operational Duties

• Handle all on-site service-related items , including client visits, troubleshooting, and system assessments.
• Manage and maintain local office IT infrastructure , including networking, servers, and end-user systems.
• Collaborate with corporate teams to resolve billing questions , ensuring accurate time and materials reporting.
• Prepare and provide pricing, labor, and cost estimates to the sales team upon request.
  

Requirements

Qualifications

• 5+ years of IT experience, preferably within an MSP or similar service environment.
  
• Strong understanding of networking, Windows Server environments, M365, and endpoint management.
  
• Proven experience managing small technical teams or leading projects.
  
• Excellent communication, customer service, and organizational skills.
  
• Ability to balance technical work, client interaction, and administrative responsibilities.
  

Preferred Skills

• Experience with RMM and PSA tools (e.g., ConnectWise, Autotask, or similar).
  
• Knowledge of cloud solutions (Azure, M365, backup systems, etc.).
  
• Strong problem-solving and escalation management abilities.