indeed
Technical Team Lead
Onni Group
Vancouver, CAN
Full-time
Onsite
$80,000–$95,000 annually
Discovered 1 weeks ago
IT service deliveryTicket queue and escalation managementTeam leadership and mentoringWindows Server and Desktop AdministrationMicrosoft 365Active Directory and Entra ID
Free
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Ready to ScanKey skills for this role
IT service deliveryTicket queue and escalation managementTeam leadership and mentoring
Role Overview
Manage technical service delivery, escalations, and Tier 1/Tier 2 resources across multiple client environments.
Act as a senior technical escalation point and client subject matter expert in a managed services environment.
Some onsite work may be required for service-related issues at client sites.
Key Skills for This Role
IT service deliveryTicket queue and escalation managementTeam leadership and mentoringWindows Server and Desktop AdministrationMicrosoft 365Active Directory and Entra ID
Full Job Posting
Role Overview
Manage technical service delivery, escalations, and Tier 1/Tier 2 resources across multiple client environments.
Act as a senior technical escalation point and client subject matter expert in a managed services environment.
Some onsite work may be required for service-related issues at client sites.
Key Responsibilities
- Manage the ticket queue and client escalation pipeline, ensuring requests are prioritized and resolved within client SLAs.
- Manage Tier 1 and Tier 2 technicians, monitor performance metrics, and implement corrective actions with the service manager.
- Mentor and coach technical resources and act as an escalation point for the service manager.
- Assist with major IT incidents, client scoping requests, and IMAC requests across managed accounts.
- Provide a professional white-glove client experience and anticipate changing client needs.
- Create knowledge base and SOP documentation and maintain accurate PSA ticket records.
- Coordinate vendor-specific issues and support the PSA/RMM toolset.
- Participate in after-hours or on-call support rotations as assigned.
Technical Support Scope
- Support Windows and macOS endpoints, laptops, peripherals, printers, and remote access tools.
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