TekStream Solutions · 1 day ago
Service Desk Team Lead / Technical Support Manager (Onsite)
Atlanta Metro
Full-time
Onsite
Senior Level, Lead/Staff
8+ years expTekStream Solutions is looking for a Service Desk Team Lead / Technical Support Manager to oversee their onsite support team in South Atlanta. This role involves providing operational oversight, monitoring performance, and ensuring high-quality service delivery to clients.
ComputerEnterprise SoftwareInformation Technology
Hiring Manager
Chad Cohen
Responsibilities
Provide Operational Oversight, ensuring daily operations of the support team run smoothly at the client site
Monitor agent performance, SLA adherence, and service quality
Serve as the point of escalation for high priority incidents
Provide onsite training, supervision, coaching, and support to MSP support agents
Manage shift schedules and timekeeping
Conduct regular performance check-ins with agents
Act as a liaison between the MSP and the client
Communicate updates, outages, and service disruptions clearly and promptly
Represent the MSP in meetings and status updates with the client
Track and report on team KPIs (ticket volume, resolution time, etc.)
Identify trends and make recommendations for improvement
Prepare and present operational reports to leadership
Enforce adherence to SOPs and best practices
Implement continuous improvement of service delivery
Provide technical oversight and guidance on standard tools, systems, and troubleshooting techniques
Support the team in resolving complex issues
Ensure all support activities are appropriately documented in the ticketing system
Ensure compliance with client security policies and access controls
Monitor equipment usage and data handling in alignment with standards
Qualification
Required
8+ years' experience technology support in a large-scale enterprise environment, preferably in person
5+ years' experience supporting Mac and Windows Endpoints
5+ years' experience utilizing a ticketing system
3+ years experience providing leadership, supervision, and management over a team of in-person IT Service Desk agents
Experience with Managed Service Providers (MSPs) with an understanding of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
Excellent Communication Skills
Excellent Managerial Skills
Excellent Technical Skills in supporting both Mac and Windows environments and device configuration
Preferred
Certification(s) preferred: Apple Certified Support Professional, Microsoft Security, Compliance, and Identity Fundamentals, CompTIA A+ Certification
Company
TekStream Solutions
TekStream Solutions is a tech solutions company that specializes in addressing the company-wide IT problems faced by enterprise businesses.
51-200 employees
H1B Sponsorship
TekStream Solutions has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2024 (2)
2023 (1)
2021 (3)
2020 (2)
Funding
Current Stage
Growth StageTotal Funding
$0.33MKey Investors
ASH Investment Partners
2025-07-07Private Equity
2011-03-09Seed· $0.33M
Leadership Team
Robert Jansen
CEO
T
Taylor Morgan
Chief Solutions Officer
Recent News
2025-11-19
Business Wire
2025-11-05
Company data provided by crunchbase