Team Lead - IT Service Operations

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.