Lead Managed Services

Job Responsibilities

• Own the coordination and management of complex technical escalations and critical customer incidents.
• Serve as the primary point of accountability for escalated issues, ensuring appropriate technical resources are engaged and resolution efforts remain on track.
• Lead incident response activities during service disruptions, coordinating cross-functional teams and maintaining stakeholder communication.
• Drive root cause analysis and post-incident reviews to identify corrective and preventive actions.
• Provide technical guidance and oversight to teams working through complex customer issues.
• Review escalation trends and identify opportunities to improve service delivery and reduce recurring incidents.
• Act as a senior technical advisor for TAC-supported services and customer environments.

Team Development & Mentorship

• Provide guidance, coaching, and leadership to TAC team members.
• Aid in onboarding, training, and development of technical staff.
• Identify skill gaps and collaborate with management on development plans.
• Promote adherence to technical standards, operational procedures, and service management best practices.
• Support certification and professional development initiatives across the team.

Service Delivery & Operational Excellence

• Monitor and drive SLA performance across assigned customers and service teams.
• Oversee ticket escalation workflows, workload balancing, and incident prioritization to ensure service commitments are achieved.
• Partner with TAC management to maintain high levels of customer satisfaction and operational performance.
• Proactively identify risks to service delivery and coordinate remediation efforts.
• Participate in customer operational reviews, service reviews, and technical discussions as needed.
• Ensure customer-impacting incidents are effectively communicated, documented, and managed through resolution.
• Recommend operational improvements that enhance service quality, efficiency, and customer experience.

Documentation & Process Improvement

• Ensure accurate documentation of customer environments, incidents, root cause analyses, and operational procedures.
• Develop and improve incident management processes, escalation procedures, and knowledge management practices.
• Identify recurring service issues and coordinate initiatives to reduce operational risk.
• Participate in operational reviews and continuous improvement programs.

Cross-Functional Collaboration

• Work closely with Service Desk, NOC, SOC, Professional Services, and Account Management teams to support customer success.
• Coordinate cross-functional resources during major incidents, escalations, and service-impacting events.
• Facilitate effective communication between technical teams, leadership, and customers.
• Support service transition, onboarding, and implementation activities for new customer environments and services.

Required Qualifications

• 5+ years of progressive IT support, technical operations, or managed services experience.
• 2+ years of experience leading technical teams, managing escalations, or coordinating incident response activities.
• Strong understanding of incident management, escalation management, and service delivery practices.
• Demonstrated ability to lead complex technical issues through resolution using cross-functional teams.
• Strong technical knowledge across multiple technology platforms and infrastructure domains.
• Excellent customer service, communication, and stakeholder management skills.
• Strong organizational, analytical, and decision-making abilities.
• Ability to prioritize multiple competing priorities in a fast-paced environment.
• Ability to lead technical discussions and influence outcomes without direct authority.

Desired Qualifications

• Experience in a Managed Service Provider (MSP) environment.
• Previous experience as a technical lead, service delivery lead, incident manager, or escalation manager.
• Strong understanding of ITIL principles, particularly Incident, Problem, and Change Management.
• Experience with ticketing systems, monitoring platforms, and remote management tools.
• Knowledge of networking, cloud platforms, cybersecurity, Microsoft technologies, and enterprise infrastructure.
• Experience presenting technical issues and service impacts to customers and executive stakeholders.

Education

Bachelor's degree in Computer Science, Information Technology, or a related field preferred, or equivalent combination of education and work experience.

Desired Certifications

ITIL Foundation
Microsoft Certifications
Cisco Certifications
CompTIA Network+, Security+, or equivalent industry certifications

Benefits & Compensation

Meriplex employees receive a full benefits package including medical, dental, vision, disability, group term life insurance, 401K, plus PTO, holiday pay, as well as referral bonuses. Current Pay Range: $80,000-$100,000