Job Description
Job Description
ISI Enterprises is a Managed Service Provider (MSP) and Managed Security Services (MSS) firm supporting defense and government contractors. We deliver Tiered IT support, compliance driven security services, and customer focused solutions aligned with ISO 200001 and CMMC standards.
The Support Team Lead is a hands-on technical leader responsible for guiding a shift-based team of Tier 1, Tier 2, and Tier 3 support engineers. This role balances technical expertise with people leadership resolving escalated issues, mentoring team members, and ensuring that SLAs and CSAT goals are consistently met. The Team Lead acts as the first line of leadership in the Support organization and is critical in maintaining high quality customer experiences.
Key Responsibilities
Team Leadership
- Lead and mentor Tier 1 and Tier 2 engineers during daily operations.
- Support onboarding and training of new hires, ensuring completion of 30, 60, day development plans.
- Monitor ticket queues, assign work, and ensure SLA adherence.
- Conduct coaching sessions to improve technical troubleshooting and customer service.
Technical Expertise
- Act as escalation point for complex Tier 2 and Tier 3 technical issues.
- Troubleshoot Windows, macOS/iOS environments, networking, DNS, Intune, Defender, Webroot, and RMM toolsets.
- Manage vendor escalations (Microsoft, hardware, third party providers).
- Ensure security policies, compliance requirements, and IT best practices are consistently applied.
Operational Excellence
- Track and report on daily performance, including SLA metrics and CSAT scores.
- Partner with Support Manager on shift scheduling, process improvements, and documentation.
- Contribute to SOPs for Incident, Service Request, and Problem Management
- Support device lifecycle processes (onboarding, offboarding, device wipe/reimage, endpoint management).
Qualifications
- US Citizenship Required. Must possess and be able to maintain a Secret Clearance.
- 3+ years of IT support experience, including 2+ years in a Tier 2/3 technical role.
- Strong technical background in Windows Server, Office 365/Azure AD, Intune, RMM platforms, endpoint security, and networking fundamentals.
- Experience with macOS/iOS support in enterprise environments.
- Demonstrated leadership ability (team lead, shift lead, or mentoring experience).
- Excellent problem-solving, communication, and customer service skills.
- Familiarity with MSP environments and compliance frameworks (ISO, CMMC, NIST) is a plus.
Key Success Metrics
- SLA compliance consistently above 95%.
- CSAT maintained between 95 - 99%.
- Reduced escalation volume through coaching and Tier 1/2 enablement.
- Strong team engagement and skill development.
What We Offer
- The salary range for this role is $95,000 - $105,000 commensurate with experience and qualifications.
- Hybrid work.
- A competitive salary and benefits package.
- A casual, friendly, and relaxed work environment.
- Professional growth encouragement and support.
Industrial Security Integrators, LLC ("IsI") is an equal opportunity employer committed to affirmative action and diversity in the workplace. It is the policy of IsI to provide Equal Employment Opportunities (EEO) to Employees and Applicants, without regard to race, color, religion, sex, age, marital status, citizenship status, national origin, sexual orientation, gender identity, veteran status or disability or any other factor protected by law and to provide advancement opportunities for minorities, women, disabled individuals, and veterans. IsI is stronger and more effective when our workforce includes highly qualified individuals with diverse backgrounds, cultures, and traditions.
IsI Enterprises does not accept unsolicited resumes from individual recruiters or third party recruiting agencies in response to job postings or otherwise. Placement fees will not be paid to any recruiter unless IsI has an active agreement in place with the recruiter and such a request has been made by the IsI hiring team and such candidate was submitted to the IsI hiring team via our Applicant Tracking System. Any unsolicited resumes or other data submitted to IsI in violation of this policy may be used by IsI without obligation to pay any fees of any kind to the recruiter.
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