Technical Team Leader

Job ID NumberR5523Employment TypeFull timeWorksite FlexibilityOnsiteJob SummaryAs Technical Team Leader, you will oversee a twenty-two-person onsite team of Desktop Support Specialists. This position focuses more on management and coaching of employees, process improvements, knowledgebase updates and creation, and shift-left activities than on technical tasks, although technical knowledge is required.Job DescriptionWe are looking for a Technical Team Lead.  This position will be full-time and onsite in Wilmington, Mass.This position is 8-5, Monday-Friday, 100% onsite. On-call and after-hours work is typically not required. This person will interface with both the client's and CAI's management teams.What You'll DoOversee and mentor a team of 22 techniciansAct as an escalation point for team members who need help, including reaching out to other teams in IT and beyond to find solutions for usersEnsure that team adheres to SLA's and completes tasksAdvise client management on any issues or problems with the teamIdentify opportunities for process improvements that would reduce effortOperate with a "shift left" mindset, enabling work to be completed at the Level 1 Helpdesk where possibleLead meetings regarding team metrics, improving customer satisfaction, and identifying shift-left opportunities as well as weekly team meetingsAssist the client in ongoing projects such as Windows OS upgrades and suchHold one-on-one meetings with team members to discuss achievements, improvements, and roadblocksTalk with team members frequently to help identify trends and issues in the environment and provide support to team members as neededMeet with client manager regularlyAddress escalated technical issues and fulfill uncommon customer requestsWhat You'll NeedRequired:Prior experience leading a team8+ years' experience in a desktop support or similar role, though equivalent education or training may qualify a candidateTechnical proficiency with a willingness to expand knowledge as neededAbility to handle high-pressure situations with grace and professionalismStrong troubleshooting and documentation skillsActive Directory or Azure AD experienceDesktop and Laptop hardware support experienceKnowledge of Microsoft Desktop Operating SystemsKnowledge of the Microsoft Office suiteKnowledge of video conferencing software (Teams, Zoom, etc)ServiceNow or other ticketing system experience including reportingUnderstanding of networking, TCP/IP, DHCP, DNSAwareness of cybersecurity concepts such as malware, phishing, data loss prevention, etc.Technical writing and DocumentationKnowledge of remote support tools such as Bomgar, Teamviewer, or RDPKnowledge of SCCM, Autopilot, or other imaging systemsPhysical DemandsAbility to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standardsSedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitorThe pay range for this position is $80,000 - $85,000 annually (USD). Exact compensation may vary based on several factors, including location, experience, and education. Benefit package includes medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role receive paid time off and may also be entitled to paid sick leave and/or other paid time off as provided by applicable law."‹ Reasonable Accommodation StatementIf you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to or (888) 824 - 8111.Equal Employment Opportunity Policy StatementCAI is committed to equal employment opportunity. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or veteran status. All employment decisions are based on valid job requirements, including hiring, promotion, and compensation. Harassment and retaliation are prohibited.

Created: 2025-06-23