Team Leader - Managed Service Dept.

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Job Title: Team Leader, Managed Service Dept.

Full-time 9 AM to 5 PM EST Mondays - Fridays

Rate: $5/hour + perks and beneffits - salary is bi-weekly

Requirements: Very good English Skills and Must have a good IT background (Please read the full job description)

Job Description:
The Managed Services Team Leader is responsible for overseeing the daily operations of the Managed Services Department, including both the RMM (Remote Monitoring & Management) and Workspace teams. This position leads a team of analysts responsible for proactive monitoring, endpoint management, Microsoft 365 administration, cloud services, user lifecycle management, automation, ticket management, and client support services. The Team Leader serves as the primary escalation point for complex technical issues, ensures adherence to SLAs and KPIs, drives operational efficiency, maintains service quality standards, and supports the professional development of tea ---------- mbers. The role requires strong technical expertise in both endpoint management and Microsoft cloud technologies, combined with leadership, coaching, and process improvement capabilities.

Roles and Responsibilities:
Key Functions Team Leadership & Management Lead, mentor, and develop Managed Services tea ---------- mbers. Conduct regular one-on-one meetings, coaching sessions, and performance reviews. Monitor technician productivity, workload distribution, and service quality. Foster a positive, collaborative, and accountable team environment. Support onboarding and ongoing training for new hires. Identify skill gaps and create development plans for tea ---------- mbers. Ensure adequate coverage schedules for all Managed Services functions. Regularly assess job satisfaction and career growth opportunities for tea ---------- mbers. Service Delivery Management Ensure all tickets, alerts, requests, and projects are completed within SLA requirements. Monitor queue health and workload across both RMM and Workspace teams. Review escalations and provide guidance for complex technical issues. Act as the primary technical escalation point for the department. Coordinate with Service Desk, Infrastructure, Network, Security, and Customer Success teams. Ensure proper ticket documentation, communication, and time entry standards are followed. RMM Operations Oversee Datto RMM monitoring and alert management. Review monitoring policies, thresholds, and alert configurations. Ensure proactive management of servers, workstations, and managed devices. Reduce alert fatigue through automation and process optimization. Manage patching, monitoring, endpoint compliance, and reporting. Review recurring issues and implement preventative solutions. Lead continuous improvement initiatives for monitoring and automation platforms. Workspace Operations Oversee Microsoft 365 administration and cloud services management. Manage user onboarding, offboarding, and access provisioning processes. Support administration of: Microsoft 365 Exchange Online Microsoft Teams SharePoint Online OneDrive Microsoft Entra ID Microsoft Intune Ensure licensing compliance and proper tenant management. Review and approve changes affecting client Microsoft 365 environments. Maintain identity management, security, and access control standards. Technical Oversight Assist technicians with advanced troubleshooting and root-cause analysis. Review critical i ---------- and coordinate resolution efforts. Work closely with third-party vendors and technology partners. Plan and design service deployments and infrastructure improvements. Support integrations between platforms and managed services tools. Process Improvement & Automation Identify opportunities for automation and operational efficiency. Maintain and improve SOPs, documentation, and knowledge base articles. Develop reporting and KPI tracking initiatives. Promote knowledge sharing throughout the department. Drive continuous service improvement initiatives. Reporting & Compliance Track and report on SLA compliance and KPI performance. Review technician time entries and operational metrics. Prepare departmental performance reports for management. Ensure adherence to company policies, procedures, and service standards. Monitor client satisfaction and service quality metrics. Tools & Technologies Core Platforms Microsoft Teams SharePoint Planner OneDrive Outlook Autotask PSA Datto RMM IT Glue ScalePad Backup Radar Microsoft Technologies Microsoft 365 Admin Center Exchange Online Microsoft Teams Admin Center SharePoint Online Microsoft Entra ID Microsoft Intune Microsoft Defender Suite PowerShell Monitoring & Management Datto RMM Datto Networking Reporting & Monitoring Tools Remote Support Platforms

Qualification:
Required Bachelor's Degree or Associate Degree in Information Technology, Computer Science, or related field (or equivalent experience). Strong understanding of Managed Services operations. Advanced Microsoft 365 administration knowledge. Strong understanding of endpoint management and monitoring systems. Experience with ticketing systems and service delivery frameworks. Knowledge of ITIL principles and best practices. Excellent leadership, communication, and organizational skills. Strong analytical and problem-solving abilities.

Experience:
Required 3–5 years of Managed Services (MSP) experience. 2+ years of experience supporting Microsoft 365 environments. 2+ years working with RMM platforms and endpoint management. Experience leading projects and managing escalations. Experience mentoring or supervising technical staff. Preferred Previous Team Lead, Senior Analyst, Supervisor, or Escalation Engineer experience. Experience managing both Microsoft Cloud Services and RMM operations. Experience developing SOPs, KPIs, and operational procedures. Relevant certifications such as: Microsoft 365 Administrator Microsoft Azure Administrator ITIL Foundation CompTIA Network+ CompTIA Security+ Datto Certifications