Job Summary
Leads a team of Managed Services Engineers and ensures high-quality IT support delivery to onshore clients. This is a hands-on leadership role combining technical troubleshooting, team management, and service delivery oversight.
Qualifications
- 8+ years IT / Managed Services experience
- At least 4 years in MSP environment
- Minimum 2 years as Team Lead / Tech Lead
- Strong experience in Desktop, Servers, Networking, Active Directory, O365, VMware
- Experience supporting onshore clients (US, UK, AU, etc.)
- Good communication and leadership skills
- Able to manage workload and meet deadlines
- Amenable to work onsite (BGC), AND nightshift/EST.
Key Responsibilities
- Lead and support a team of 10+ engineers (L1–L3)
- Assign and manage daily workload
- Handle escalations and complex technical issues
- Ensure SLA targets are met
- Coach and develop team members
- Conduct regular performance reviews
- Communicate with clients on service updates and issues
- Improve processes and support service delivery
- Assist in resolving technical problems when needed
- Support ongoing projects and operational requirements
Technical Skills
- MSP experience (Helpdesk / NOC / SOC)
- Experience with tools like ConnectWise, Kaseya, Datto, or similar
- Strong knowledge of Windows / Active Directory / O365 / VMware
- Experience with Azure or AWS
- Networking and IT infrastructure support
Why Join IT By Design:
- Competitive pay + performance bonuses
- HMO with dependent coverage
- Free Meal.
- Free Accommodation
- Work-On-Site Allowance
- Shuttle Services
- 13th-month pay, allowances, and government-mandated benefits
- Leadership development & continuous learning programs
- Night differential, holiday pay, and life & pet insurance
- A people-first culture that values innovation, collaboration, and growth
About IT By Design:
Based in New Jersey, IT By Design is a global Managed Services Provider with teams in the U.S., India, and the Philippines. We specialize in 24/7 Helpdesk, NOC, SOC, Cybersecurity, Cloud, and Talent Solutions—supporting MSPs with the people and technology they need to grow.
At ITBD, we are passionate about developing people and building long- term careers in an environment where purpose, innovation, and excellence thrive.
