System Administrator / Team Lead (MSP)

We are a leading provider of IT Managed Services in Northern NJ and NYC. We build and service reliable IT infrastructure for medium to large sized businesses. This is a hybrid WFH role allowing the System Administrator / Team Lead (MSP) to WFH 1 day per week.

Due to continued growth, we are seeking a System Administrator / Team Lead (MSP) to join our team. The focus of this role will be leading the Service Desk team with the ability to handle escalations and system administration tasks as needed. The System Administrator / Team Lead (MSP) will be responsible for the continuous improvement of the day to day responsibilities of the Service Desk.

System Administrator / Team Lead (MSP) Required Skills:

  • Demonstrated experience leading an IT Support team or function.
  • Demonstrated experience with ITIL- oriented process design for IT Service Management.
  • Demonstrated experience working in a time-sensitive, high-visibility environment.
  • Experience with leading service desk performance indicators and service level standards
  • Experience with leading service desk technology solutions for IT and non-IT users (e.g., ConnectWise Manage).

System Administrator / Team Lead (MSP) Responsibilities:

  • Create, measure and report on support teams KPI’s against defined performance SLAs and proactively leads continuous improvement efforts (in partnership with cross- functional IT stakeholders as appropriate).
  • Deploy and promote ITIL best practices.
  • Create and Reviews IT Service Desk training materials and ensure proper training of all team members
  • Develop monthly reports on service desk team’s productivity
  • Monitor, mentor, coach and assist team members to deliver quality support
  • •Will need to identify process and procedures to develop faster and less expensive ways for productivity.
  • Sets goals and expectations for all daily tasks and projects.
  • Extensive Knowledge of Active Directory, DNS, VSphere, M365 Administration, general networking principles, & customer service skills
  • Documents system changes through change management, team process and procedures, and system diagrams.
  • Strong attention to detail, along with organizational and time management skills are a must.

System Administrator / Team Lead (MSP) Benefits:

  • Health, Dental, and Vision Insurance
  • Hybrid WFH
  • 401(k) with company match
  • $50 Phone Reimbursement
  • Internal Training Program
  • Certification Reimbursement