Managed Services Team Lead

Managed Services Team Lead Voonami, Inc. West Valley City, UT Job Details Full-time 2 hours ago Benefits Health savings account Health insurance Dental insurance Flexible spending account Paid time off Vision insurance Life insurance Qualifications Teamwork Operations management High school diploma or GED IT infrastructure Attention to detail Organizational skills Full Job Description Job Overview Managed Services Team Lead - This position is the primary technical and operational leader for our Managed Services team. The Team Lead is responsible for guiding and supporting a team of technicians, ensuring high-quality customer support, and driving efficient resolution of technical issues across our customer base. The main goal is to foster a strong team culture, maintain service excellence, and serve as the escalation point for complex or high-priority issues. Duties and Responsibilities The Managed Services Team Lead's overall responsibility is to oversee daily operations of the Managed Services team, ensure customers receive timely and effective support, and work cross-functionally with other departments to resolve escalated issues and improve processes. Key Areas of Responsibility Lead, mentor, and develop a team of Managed Services Technicians Serve as the primary escalation point for complex technical issues Monitor team performance, ticket queues, and SLA adherence Oversee monitoring of the overall health and availability of all systems Coordinate inbound support requests across email, phone, and chat channels Ensure maximum possible service availability and performance for Voonami and its customers Write, review, and approve customer and internal documentation Conduct regular team meetings, one-on-ones, and performance check-ins Collaborate with other internal teams on escalations, projects, and process improvements Assist in hiring, onboarding, and training new technicians Monitor overall and individual bandwidth traffic and infrastructure health Drive continuous improvement in team workflows, tooling, and customer experience Knowledge, Skills and Abilities The Managed Services Team Lead combines strong technical expertise with leadership ability. They must be comfortable managing people and priorities in a fast-moving environment while maintaining deep technical credibility with their team. Candidates should be strong in the following areas: Proven leadership or supervisory experience in a technical support environment Strong customer service orientation with the ability to set the standard for the team Excellent written and verbal communication skills Microsoft Windows Server Microsoft Exchange Server Administration Networking fundamentals — TCP/IP, DHCP, DNS, Routing Firewall and security administration Virtualization technologies Linux and Windows systems administration Backup solutions, cPanel, and VoIP familiarity Malware and Antivirus administration Detail oriented with strong organizational skills Qualifications The ideal candidate is a self-motivated technical professional who's ready to step into a leadership role and take ownership of team outcomes. They're comfortable balancing hands-on technical work with coaching, process management, and cross-team collaboration. 3+ years of experience in a managed services or technical support role Prior team lead, supervisory, or mentoring experience strongly preferred Ability to thrive in a high-pressure environment and help others do the same Strong organizational and prioritization skills across multiple concurrent issues Customer service experience via phone, email, and/or chat Solid understanding of IT infrastructure and best practices Quick to adapt and make decisions in a fast-paced environment Ability to lift hardware equipment between 30 to 80 lbs. Ability to respond timely to monitoring alarms and escalate appropriately

Job Type:

Full-time Benefits:

Dental insurance Flexible spending account Health insurance Health savings account Life insurance Paid time off Vision insurance

Education:

High school or equivalent (Preferred) Ability to

Commute:

West Valley City, UT 84120 (Preferred)

Work Location:

In person