Technogroup Inc
Helpdesk Team Lead Senior Support Technician
Technogroup Inc, Pompano Beach, Florida, us, 33072
Benefits
401(k) matching Dental insurance Health insurance Opportunity for advancement Paid time off Training & development Vision insurance About the Role
Team: Service Desk / Support Location: Onsite Hours: Monday through Friday 8AM – 5PM Start Date: Flexible How We’ll Set You Up for Success
Comprehensive onboarding to understand our service structure, ticketing system, and technology stack Access to senior-level resources and a collaborative environment for escalated issues Opportunities for technical leadership, mentorship, and day-to-day supervisory development Ongoing training and certification support, aligned with your professional goals What You’ll Do
Serve as a technical escalation point for helpdesk technicians, assisting with complex issues and guiding resolution paths Support Level 1 and Level 2 team members by answering technical questions and encouraging skill development through hands-on guidance Monitor ticket activity and quality, helping ensure documentation standards and SLAs are being met Assist in coordinating team availability by helping review timecards, managing PTO visibility, and supporting the Technical Services Coordinator with resourcing clarity Provide real-time coaching during ticket handling, helping the team improve accuracy, efficiency, and troubleshooting techniques Collaborate with the Technical Services Coordinator to support appropriate ticket assignments and task ownership Actively work support tickets alongside the team, maintaining personal technical contribution while setting a quality standard Encourage and participate in knowledge base documentation, helping capture lessons learned and repeatable solutions Relay relevant feedback to leadership regarding team performance trends or recurring technical issues Help foster a positive, accountable, and solutions-driven team environment through daily interactions and supportive leadership About You
5+ years of hands-on IT support experience, preferably in an MSP or high-volume helpdesk setting Proven experience in support escalation, mentoring junior technicians, and handling complex troubleshooting Strong understanding of Windows Server environments, Active Directory, DNS, DHCP, and group policy Proficiency with Microsoft 365, Azure, and related cloud/hybrid infrastructure Hands-on experience with firewall management (e.g., WatchGuard, SonicWall, Sophos), network devices, and endpoint security Strong communication and leadership skills, with a customer-first approach Highly organized with attention to ticketing detail, documentation standards, and team coordination Nice-to-Haves
Certifications such as Microsoft 365 Certified, Azure Administrator, CCNP, or WatchGuard Experience with ConnectWise Manage or similar PSA/RMM platforms Familiarity with backup and disaster recovery platforms, VoIP, or monitoring tools Exposure to ticket triage, alert response, or NOC-style environments About ComSys
At ComSys, we believe that great IT support is built on strong processes, expert technicians, and a team-focused culture. We’re committed to helping employees grow their careers through hands-on experience, mentorship, and exposure to modern IT systems. Join Us
If you’re an experienced Level 3 tech looking for a leadership path that balances technical depth with team accountability, we’d love to have you on board.
#J-18808-Ljbffr
401(k) matching Dental insurance Health insurance Opportunity for advancement Paid time off Training & development Vision insurance About the Role
Team: Service Desk / Support Location: Onsite Hours: Monday through Friday 8AM – 5PM Start Date: Flexible How We’ll Set You Up for Success
Comprehensive onboarding to understand our service structure, ticketing system, and technology stack Access to senior-level resources and a collaborative environment for escalated issues Opportunities for technical leadership, mentorship, and day-to-day supervisory development Ongoing training and certification support, aligned with your professional goals What You’ll Do
Serve as a technical escalation point for helpdesk technicians, assisting with complex issues and guiding resolution paths Support Level 1 and Level 2 team members by answering technical questions and encouraging skill development through hands-on guidance Monitor ticket activity and quality, helping ensure documentation standards and SLAs are being met Assist in coordinating team availability by helping review timecards, managing PTO visibility, and supporting the Technical Services Coordinator with resourcing clarity Provide real-time coaching during ticket handling, helping the team improve accuracy, efficiency, and troubleshooting techniques Collaborate with the Technical Services Coordinator to support appropriate ticket assignments and task ownership Actively work support tickets alongside the team, maintaining personal technical contribution while setting a quality standard Encourage and participate in knowledge base documentation, helping capture lessons learned and repeatable solutions Relay relevant feedback to leadership regarding team performance trends or recurring technical issues Help foster a positive, accountable, and solutions-driven team environment through daily interactions and supportive leadership About You
5+ years of hands-on IT support experience, preferably in an MSP or high-volume helpdesk setting Proven experience in support escalation, mentoring junior technicians, and handling complex troubleshooting Strong understanding of Windows Server environments, Active Directory, DNS, DHCP, and group policy Proficiency with Microsoft 365, Azure, and related cloud/hybrid infrastructure Hands-on experience with firewall management (e.g., WatchGuard, SonicWall, Sophos), network devices, and endpoint security Strong communication and leadership skills, with a customer-first approach Highly organized with attention to ticketing detail, documentation standards, and team coordination Nice-to-Haves
Certifications such as Microsoft 365 Certified, Azure Administrator, CCNP, or WatchGuard Experience with ConnectWise Manage or similar PSA/RMM platforms Familiarity with backup and disaster recovery platforms, VoIP, or monitoring tools Exposure to ticket triage, alert response, or NOC-style environments About ComSys
At ComSys, we believe that great IT support is built on strong processes, expert technicians, and a team-focused culture. We’re committed to helping employees grow their careers through hands-on experience, mentorship, and exposure to modern IT systems. Join Us
If you’re an experienced Level 3 tech looking for a leadership path that balances technical depth with team accountability, we’d love to have you on board.
#J-18808-Ljbffr