Helpdesk Team Lead / Senior Support Technician

ComSys is a trusted provider of cutting-edge technical solutions, committed to delivering excellence in IT services, cybersecurity, cloud infrastructure, and automation. Our team undergoes rigorous training and stays ahead of the curve with the latest technologies. We foster a culture of collaboration, innovation, and customer satisfaction.

We’re looking for a highly skilled and organized Helpdesk Team Lead / Senior Support Technician to join our growing service team. This role is ideal for a Level 3-caliber engineer who thrives in a hybrid role that combines escalated technical support with team leadership responsibilities. You’ll act as a frontline technical resource while helping ensure team accountability, mentorship, and day-to-day operational oversight.

About the Role

• Team: Service Desk / Support
• Earning Potential: $70,000 - $85,000
• 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.