Senior Technical Lead - Helpdesk & Projects

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July 21

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Outsourced Staff

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B2B • SaaS • HR Tech

Outsourced Staff is a company that specializes in providing high-caliber remote teams for various roles including software development, IT support, digital marketing, and customer service. With over 25 years of experience, they focus on matching businesses with exceptional talent to aid in their growth, ensuring candidates are thoroughly screened for skills and cultural fit. The company offers a wide range of outsourced solutions, including virtual assistance, software development, and customer support, promoting efficiency and productivity for their clients.

51 - 200 employees

🤝 B2B

☁️ SaaS

👥 HR Tech

📋 Description

• Our client is not your average IT company, a team of passionate tech wizards who love solving problems, streamlining business operations, and delivering top-notch IT solutions that make life easier. • We believe IT should be affordable, stress-free, and tailored to your needs. • We're on the lookout for a Senior Technical Lead—a hands-on, sharp-minded problem solver who thrives on both the technical and people sides of IT. • You're the MacGyver of your team, equally comfortable writing PowerShell scripts as you are coaching junior techs. • This role blends leadership, technical escalation, client interaction, and process ownership into one dynamic position. • Supervise and mentor the technical support team, providing guidance, support, and professional development. • Lead by example—be the go-to escalation point for complex tickets and projects. • Manage the helpdesk ticketing system and ensure effective triage, prioritisation, and resolution of tickets. • Answer and resolve incoming support requests—phone, email, or ticket-based—with a calm and confident tone. • Provide L2-L3 support across desktop, server, and cloud environments. • Assist and/or lead technical projects, coordinating with stakeholders and internal resources. • Document solutions, processes, and SOPs clearly and share knowledge with the team to lift collective capability.

🎯 Requirements

• Proven experience in a senior technical support role, preferably in an MSP or IT services setting. • Strong knowledge of Windows 10/11, Windows Server, Active Directory, and Office 365 administration. • Working knowledge of DNS, DHCP, MX records, SPF/DMARC, and email tracing. • Familiarity with PowerShell scripting and endpoint security tools. • Exposure to macOS and a willingness to explore and troubleshoot unfamiliar systems. • Experience with project management tools and helpdesk systems (e.g., SuperOps, ConnectWise, Autotask). • Ability to work both autonomously and collaboratively, especially in a hybrid or remote setup. • Proactive, self-motivated, and constantly looking for opportunities to optimise and improve. • Curious and independent—comfortable learning new systems and uncovering functionality without prompting. • Strong communicator who can explain technical concepts in plain language. • Supportive team player who uplifts others and encourages knowledge sharing. • Calm under pressure and comfortable engaging with clients directly and confidently.

🏖️ Benefits

• Supportive and flexible work environment with a high-performing team. • Opportunities for career growth in a rapidly evolving company. • Exposure to innovative tools and real autonomy to lead change.