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Sign up with Clera and we'll reach out the moment a role actually fits you — no more spraying applications into the void.
$80k–$95k/yr
Full-time
bachelor degree
Posted 4d ago
~40 hrs/week
Responsibilities
The Technical Team Lead manages the ticket queue, client escalations, and team performance while providing mentorship to Tier 1 and Tier 2 technicians. They also act as a subject matter expert for complex technical issues and ensure high-quality service delivery across managed environments.
Requirements
Candidates must have a degree in IT or Computer Science and 4-7 years of experience in an MSP environment, including at least one year in a leadership role. Strong expertise in Windows Server, networking, and virtualization is required, along with advanced troubleshooting and communication skills.
Full job description
Job Description:
Key Responsibilities
Technical Team Lead
Manage the ticket queue and client escalation pipeline daily across the client portfolio, ensuring requests are correctly prioritized and resolved within each client's SLA.
Manage Tier 1/Tier 2 technicians; monitor and analyze team performance metrics and work with the SM to implement corrective actions.
Mentor and coach Tier 1/Tier 2 technical resources.
Act as an escalation point for the SM, taking on additional scope as required.
Manage responses to and assist in major IT incidents across managed environments.
Manage client scoping requests and IMACs (Install/Move/Add/Change requests) across managed accounts within established SLAs.
Deliver a “White Glove” experience, ensuring every client interaction is professional and positive.
Anticipate and plan for increases in client needs and service levels across the client base.
Some onsite work may be required for service-related issues at client sites.
Act as a client SME (Subject Matter Expert), providing hands-on technical guidance on complex issues across multiple client environments.
Create and contribute to KB/SOP documentation to embed best practices.
Maintain strong ticket hygiene in the PSA: accurate logs, notes, activity reports, and ticket execution.
Act as vendor coordination and liaison point for vendor-specific issues or requests.
Support and help maintain the PSA/RMM toolset used to manage and monitor client environments.
Participate in after-hours or on-call support rotations as assigned, in accordance with company policies and applicable employment standards
Troubleshooting
Windows & macOS support: endpoint troubleshooting for laptops, peripherals, printers, and remote access tools.
Microsoft 365: Exchange Online (mail flow, shared mailboxes, permissions), Teams, SharePoint/OneDrive, licensing and user administration.
Identity: Active Directory and Entra ID – ADDS, GPO, account lifecycle, group membership, conditional access, and MFA.
Server & virtualization: Windows Server administration and troubleshooting; virtualization (Hyper-V or similar hypervisors).
IP-based & non-traditional systems: CCTV/NVR, access control/building automation, EV systems, and digital signage, escalating to vendors or Tier 3 as needed.
Required Qualifications
Diploma or Bachelor's degree in Information Technology, Computer Science, or a related field.
Minimum 4–7 years of IT infrastructure, Systems Administration, or similar IT support experience in a Managed Service Provider (MSP) environment, including proven Tier 2 troubleshooting capability.
Minimum 1+ year of experience in management or leadership role within an IT service delivery environment.
Experience supporting multiple clients or accounts concurrently in a managed services environment.
Experience implementing, managing, and supporting third-party cloud services.
SME-level expertise in Windows Server & Desktop Administration, virtualization, and networking (firewalls, VLANs, VPNs, routing & switching).
Advanced troubleshooting and escalation-handling skills, working harmoniously across teams for successful client delivery.
Strong communication, interpersonal, and organizational skills; able to multitask in a fast-paced, SLA-driven environment, internally and client-facing.
A self-starter with a genuine desire to help grow and mentor the team.
Completion of professionally recognized technical certifications.
Successful completion of a criminal background check.
Nice to Have
Experience with Halo PSA (or similar PSA/RMM tools), endpoint security/EDR, and backup platforms.
Certifications such as CompTIA A+/Network+, Microsoft, or other relevant vendor certifications.
Success in First 90 Days
Effectively manages the ticket queue and escalation pipeline across the client portfolio within established SLAs.
Build strong working relationships with the TAM, SM, and clients as a trusted escalation point.
Demonstrates sound mentorship of Tier 1/Tier 2 technicians and measurable improvement in team performance metrics.
For over half a century, Onni has been building communities for people to live, work, and play. Our success reflects our commitment to our employees and partners, and our dedication to quality construction, innovation, sustainability, and customer satisfaction. Our expertise expands across North America, with offices in Vancouver, Toronto, Los Angeles, Seattle, Phoenix, and Chicago.
AI Use:
This role may involve the use of artificial intelligence (AI) tools to support research, analysis, content development, design, reporting, or operational efficiency. Employees are expected to use AI responsibly and in compliance with company policies, data privacy requirements, confidentiality obligations, and applicable laws.
All AI-generated or AI-assisted outputs must be reviewed for accuracy, quality, and appropriateness before use. Employees are also expected to disclose when AI tools have been used in the creation of work and must not present AI-generated content as solely their own original work.
How To Apply:
Please apply through the link on the job posting and attach your resume and any other required documents.
We thank all applicants for your interest in the Onni Group. Note that only those applicants under consideration will be contacted.
Related keywords
Technical Team LeadMSPManaged Service ProviderWindows ServerActive DirectoryEntra IDNetworkingDNSDHCPVPNFirewallsVLANHyper-VVirtualizationMicrosoft 365SharePoint
We design, develop, build and manage innovative real estate across North America. YVR - YYZ - ORD - LAX - PHX - SEA
Industry
Real Estate
Company size
501-1,000 employees
Headquarters
Vancouver, British Columbia
LinkedIn followers
56,151
For over half a century, Onni has been building communities for people to live, work, and play. Our success reflects our commitment to our employees and partners, and our dedication to quality construction, innovation, sustainability, and customer satisfaction. Our expertise expands across North American cities such as Los Angeles, Seattle, Chicago, Phoenix, Toronto, and Vancouver.
We’ve constructed over 12,000 new homes, own and manage more than 6,200 rental apartments, built more than 9.5 million square feet of office, retail, and industrial space, and have an additional 24 million square feet of space in different phases of development. Employing thousands of people across North America, Onni is one of the continents largest and most established developers of real estate.
It’s our more than 50-year track record of delivering award-winning, high quality developments that makes Onni a trusted brand. At Onni, we understand that our business is dependent upon our customers and the communities we serve. It is why we believe so strongly in planning for the future and giving back to those communities through long-lasting relationships that span over generations.
We believe the culmination of our passion for building world-class urban communities, quality design, innovation and sustainability, yields exceptional communities and experiences where our customers live, work, and play. It’s our commitment to living well. It’s a celebration of community, today and for the future.
Offices: 1010 Seymour St, 200, Vancouver, British Columbia V6B 3M6, CA · 1031 S Broadway, 400, Los Angeles, California 90015, US · 177 Fort York Blvd, Toronto, Ontario M5V 0C7, CA · 200 N La Salle St, 300, Chicago, Illinois 60601, US · 5055 N 32nd St, Phoenix, Arizona 85018, US