Helpdesk Team Lead / Senior Support Technician

Job Description

Job DescriptionBenefits:

• 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 Well 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 Youll 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

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

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


About ComSys


At ComSys, we believe that great IT support is built on strong processes, expert technicians, and a team-focused culture. Were committed to helping employees grow their careers through hands-on experience, mentorship, and exposure to modern IT systems.

Join Us


If youre an experienced Level 3 tech looking for a leadership path that balances technical depth with team accountability, wed love to have you on board.