Technical Support Lead / Manager

About the role

Our client, a growing firm in Mineola is looking for hands-on leader for their tech support team. This is an on-site role in Mineola.

Responsibilities

• Serve as the senior escalation point for internal IT issues across users, endpoints, servers, cloud services, networking, security, and business applications.
• Provide technical leadership and mentoring to two junior IT team members, including coaching, task review, troubleshooting guidance, and skills development.
• Own or lead internal IT projects such as system upgrades, cloud migrations, security improvements, endpoint management, network changes, and process automation.
• Maintain and improve Microsoft 365, Entra ID/Azure AD, Intune, endpoint security, backup systems, networking, and core infrastructure platforms.
• Establish and enforce IT standards for documentation, ticket handling, change control, asset management, onboarding/offboarding, and user support.
• Monitor system health, security alerts, backup status, endpoint compliance, and recurring operational risks.
• Partner with department leaders to understand business needs and translate them into practical IT solutions.
• Improve internal helpdesk processes, reduce recurring issues, and ensure timely resolution of user problems.
• Assist with vendor management, licensing, procurement recommendations, and technology planning.
• Support cybersecurity best practices including MFA, conditional access, patching, endpoint protection, phishing defense, access reviews, and incident response.
• Maintain clear documentation for systems, procedures, credentials handoff, network diagrams, and recurring workflows.
• Participate in budgeting and roadmap planning for IT systems, tools, hardware refreshes, and security initiatives.

Requirements

• 5+ years of progressive IT experience, ideally in internal IT, managed services, or a hybrid environment.
• Strong hands-on experience with Microsoft 365, Windows endpoints, Entra ID/Azure AD, Intune or similar endpoint management, networking (Unifi & Fortinet, backups (Datto), and security tools.
• Proven ability to troubleshoot complex technical issues across users, systems, networks, and cloud services.
• Experience mentoring or leading junior IT staff.
• Comfortable balancing hands-on support work with project leadership and technical planning
• Working knowledge of cybersecurity fundamentals, access control, patching, endpoint protection, and incident response.

Skills

• Experience with Azure, PowerShell, automation, SharePoint, Teams, VoIP, firewalls, VPNs, RMM tools, or PSA/ticketing platforms.
• Certifications such as Microsoft 365 Certified Administrator, Azure Administrator, Network+, Security+, or similar.
• Experience building IT processes in a growing organization.
• Prior MSP experience.