Lead the Technical Team Behind an Exceptional Client Experience We're looking for a Technical Service Lead who thrives at the intersection of technical support, service operations, customer experience, and team leadership. This is not a dispatcher or service coordinator position. The Technical Service Lead is expected to have strong hands-on technical skills and serve as an active technical resource for the support team while also overseeing day-to-day service delivery. You will manage the flow of work across the client's service board, but your responsibility goes beyond assigning tickets. You will actively assist technicians with troubleshooting, review technical work, take ownership of difficult or high-impact issues, and determine when escalation to senior engineering resources is appropriate. The Technical Service Lead will serve as a technical escalation point for Level 1 and Level 2 technicians, helping the team resolve issues involving Microsoft 365, Active Directory, Entra ID, endpoint support, identity and access management, networking, applications, and other common IT support technologies. You'll be expected to understand why a ticket is stalled, what troubleshooting has already been performed, what should happen next, and which technical resource is best equipped to move the issue forward. When necessary, you'll work directly on technical issues yourself—particularly when doing so can restore service faster, prevent an escalation, support a technician, or improve the client experience. The ideal candidate is someone who can move comfortably between leading the service board, troubleshooting a technical issue, coaching a technician, reviewing ticket quality, communicating with a client, and coordinating an escalation with senior engineers. Own Service Delivery
Coordinate Real-Time Support
Drive Ticket Quality
Coach and Develop the Team
Ensure Process Compliance
Quick-Hit Request Resolution
Additional Technical Qualifications Candidates should have practical experience with several of the following:
This is a full time, permanent position. Benefits include Medical and Dental healthcare, short and long-term disability insurance, and 401K programs. Please note that this position will be dedicated to supporting clients operating under U.S. export control rules (including ITAR). As a result, this position may include access to technology and/or software source code that is subject to U.S. export controls, including restrictions on who may have access. The Company may choose not to apply, or may be unable to apply, for a license as to any applicants whose access to export-controlled technology or software source code may require authorization. Accordingly, you will be required to provide information regarding your citizenship and immigration status that is relevant for determining whether you could work in the position without a license authorizing your access, and we may decline to proceed with any applicant whose ability to fill the position would depend on such a license. SC/IIT is an Equal Opportunity Employer. SC/IIT does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need. Integrated IT participates in E-Verify and will provide the federal government with Form I-9 information to confirm that employees are authorized to work in the U.S. |
| Location | Massachusetts |
| Website | https://www.sourcecode.com |
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