{"schemaVersion":"jobsearcher.job.v1","id":"76355abaebe7ed8ded45b074","url":"https://jobsearcher.com/jobs/76355abaebe7ed8ded45b074","canonicalUrl":"https://jobsearcher.com/jobs/76355abaebe7ed8ded45b074","title":"Client Service Lead","description":"Lead the Technical Team Behind an Exceptional Client Experience\n\nWe're looking for a Technical Service Lead who thrives at the intersection of technical support, service operations, customer experience, and team leadership.\n\nThis is not a dispatcher or service coordinator position. The Technical Service Lead is expected to have strong hands-on technical skills and serve as an active technical resource for the support team while also overseeing day-to-day service delivery.\n\nYou will manage the flow of work across the client's service board, but your responsibility goes beyond assigning tickets. You will actively assist technicians with troubleshooting, review technical work, take ownership of difficult or high-impact issues, and determine when escalation to senior engineering resources is appropriate.\n\nThe Technical Service Lead will serve as a technical escalation point for Level 1 and Level 2 technicians, helping the team resolve issues involving Microsoft 365, Active Directory, Entra ID, endpoint support, identity and access management, networking, applications, and other common IT support technologies.\n\nYou'll be expected to understand why a ticket is stalled, what troubleshooting has already been performed, what should happen next, and which technical resource is best equipped to move the issue forward.\n\nWhen necessary, you'll work directly on technical issues yourself—particularly when doing so can restore service faster, prevent an escalation, support a technician, or improve the client experience.\n\nThe ideal candidate is someone who can move comfortably between leading the service board, troubleshooting a technical issue, coaching a technician, reviewing ticket quality, communicating with a client, and coordinating an escalation with senior engineers.\n\nOwn Service Delivery\n\nManage the client's service board throughout the day.\nPrioritize incoming work and assign tickets based on urgency, impact, and technician skillset.\nBalance workloads and ensure tickets receive timely attention.\nKeep work moving and prevent issues from falling through the cracks.\n\nCoordinate Real-Time Support\n\nEnsure adequate technician availability for live support needs.\nFacilitate warm handoffs and escalations when additional expertise is required.\nHelp users get meaningful technical engagement quickly, not days later.\n\nDrive Ticket Quality\n\nReview active and completed tickets for accuracy, documentation, communication quality, and adherence to standards.\nIdentify aging or stalled tickets and take action to move them toward resolution.\nAddress recurring quality concerns before they impact the client.\n\nCoach and Develop the Team\n\nProvide direct feedback and coaching to technicians.\nUse ticket reviews and service metrics to identify training opportunities.\nSupport continuous improvement of processes, documentation, and workflows.\n\nEnsure Process Compliance\n\nVerify technicians are following client-specific procedures and approval requirements.\nMaintain consistency across software requests, access management, licensing, and escalation processes.\nCommunicate procedural changes and reinforce best practices.\n\nQuick-Hit Request Resolution\n\nPersonally handle approved routine requests such as:\nGroup membership changes\nApplication and license assignments\nWhitelisting requests\nReduce queue volume by completing straightforward requests directly.\n\nAdditional Technical Qualifications\n\nCandidates should have practical experience with several of the following:\n\nMicrosoft 365 administration\nExchange Online\nMicrosoft Entra ID / Azure AD\nActive Directory and Group Policy\nMicrosoft Intune and endpoint management\nWindows 10/11 troubleshooting\nPowerShell administration and automation\nMFA, Conditional Access, and SSO\nDNS, DHCP, TCP/IP, VPN, and Wi-Fi troubleshooting\nEndpoint security and antivirus/EDR platforms\nRMM and remote-support platforms\nConnectWise PSA or similar ticketing/PSA systems\nUser provisioning, licensing, and access management\nBasic server and infrastructure troubleshooting\nITIL incident, problem, and escalation management\nExperience supporting client or white-glove service model.\nExperience creating or improving SOPs and operational documentation.\nThis is a full time, permanent position. Benefits include Medical and Dental healthcare, short and long-term disability insurance, and 401K programs.\n\nPlease note that this position will be dedicated to supporting clients operating under U.S. export control rules (including ITAR). As a result, this position may include access to technology and/or software source code that is subject to U.S. export controls, including restrictions on who may have access. The Company may choose not to apply, or may be unable to apply, for a license as to any applicants whose access to export-controlled technology or software source code may require authorization. Accordingly, you will be required to provide information regarding your citizenship and immigration status that is relevant for determining whether you could work in the position without a license authorizing your access, and we may decline to proceed with any applicant whose ability to fill the position would depend on such a license.\n\nSC/IIT is an Equal Opportunity Employer. SC/IIT does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.\n\nIntegrated IT participates in E-Verify and will provide the federal government with Form I-9 information to confirm that employees are authorized to work in the U.S.","company":"Source Code","rawCompany":"source code","city":"Myrtle Point","state":"OR","isRemote":false,"isActive":false,"createdAt":"2026-10-16T11:09:56.185Z","occupations":[{"code":"15-1244.00","title":"Network and Computer Systems Administrators","slug":"network-and-computer-systems-administrators"},{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"43-1011.00","title":"First-Line Supervisors of Office and Administrative Support Workers","slug":"first-line-supervisors-of-office-and-administrative-support-workers"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541513","title":"Computer Facilities Management Services","slug":"computer-facilities-management-services"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Client Service Lead","description":"Lead the Technical Team Behind an Exceptional Client Experience\n\nWe're looking for a Technical Service Lead who thrives at the intersection of technical support, service operations, customer experience, and team leadership.\n\nThis is not a dispatcher or service coordinator position. The Technical Service Lead is expected to have strong hands-on technical skills and serve as an active technical resource for the support team while also overseeing day-to-day service delivery.\n\nYou will manage the flow of work across the client's service board, but your responsibility goes beyond assigning tickets. You will actively assist technicians with troubleshooting, review technical work, take ownership of difficult or high-impact issues, and determine when escalation to senior engineering resources is appropriate.\n\nThe Technical Service Lead will serve as a technical escalation point for Level 1 and Level 2 technicians, helping the team resolve issues involving Microsoft 365, Active Directory, Entra ID, endpoint support, identity and access management, networking, applications, and other common IT support technologies.\n\nYou'll be expected to understand why a ticket is stalled, what troubleshooting has already been performed, what should happen next, and which technical resource is best equipped to move the issue forward.\n\nWhen necessary, you'll work directly on technical issues yourself—particularly when doing so can restore service faster, prevent an escalation, support a technician, or improve the client experience.\n\nThe ideal candidate is someone who can move comfortably between leading the service board, troubleshooting a technical issue, coaching a technician, reviewing ticket quality, communicating with a client, and coordinating an escalation with senior engineers.\n\nOwn Service Delivery\n\nManage the client's service board throughout the day.\nPrioritize incoming work and assign tickets based on urgency, impact, and technician skillset.\nBalance workloads and ensure tickets receive timely attention.\nKeep work moving and prevent issues from falling through the cracks.\n\nCoordinate Real-Time Support\n\nEnsure adequate technician availability for live support needs.\nFacilitate warm handoffs and escalations when additional expertise is required.\nHelp users get meaningful technical engagement quickly, not days later.\n\nDrive Ticket Quality\n\nReview active and completed tickets for accuracy, documentation, communication quality, and adherence to standards.\nIdentify aging or stalled tickets and take action to move them toward resolution.\nAddress recurring quality concerns before they impact the client.\n\nCoach and Develop the Team\n\nProvide direct feedback and coaching to technicians.\nUse ticket reviews and service metrics to identify training opportunities.\nSupport continuous improvement of processes, documentation, and workflows.\n\nEnsure Process Compliance\n\nVerify technicians are following client-specific procedures and approval requirements.\nMaintain consistency across software requests, access management, licensing, and escalation processes.\nCommunicate procedural changes and reinforce best practices.\n\nQuick-Hit Request Resolution\n\nPersonally handle approved routine requests such as:\nGroup membership changes\nApplication and license assignments\nWhitelisting requests\nReduce queue volume by completing straightforward requests directly.\n\nAdditional Technical Qualifications\n\nCandidates should have practical experience with several of the following:\n\nMicrosoft 365 administration\nExchange Online\nMicrosoft Entra ID / Azure AD\nActive Directory and Group Policy\nMicrosoft Intune and endpoint management\nWindows 10/11 troubleshooting\nPowerShell administration and automation\nMFA, Conditional Access, and SSO\nDNS, DHCP, TCP/IP, VPN, and Wi-Fi troubleshooting\nEndpoint security and antivirus/EDR platforms\nRMM and remote-support platforms\nConnectWise PSA or similar ticketing/PSA systems\nUser provisioning, licensing, and access management\nBasic server and infrastructure troubleshooting\nITIL incident, problem, and escalation management\nExperience supporting client or white-glove service model.\nExperience creating or improving SOPs and operational documentation.\nThis is a full time, permanent position. Benefits include Medical and Dental healthcare, short and long-term disability insurance, and 401K programs.\n\nPlease note that this position will be dedicated to supporting clients operating under U.S. export control rules (including ITAR). As a result, this position may include access to technology and/or software source code that is subject to U.S. export controls, including restrictions on who may have access. The Company may choose not to apply, or may be unable to apply, for a license as to any applicants whose access to export-controlled technology or software source code may require authorization. Accordingly, you will be required to provide information regarding your citizenship and immigration status that is relevant for determining whether you could work in the position without a license authorizing your access, and we may decline to proceed with any applicant whose ability to fill the position would depend on such a license.\n\nSC/IIT is an Equal Opportunity Employer. SC/IIT does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.\n\nIntegrated IT participates in E-Verify and will provide the federal government with Form I-9 information to confirm that employees are authorized to work in the U.S.","datePosted":"2026-10-16T11:09:56.185Z","dateModified":"2026-10-16T11:09:56.185Z","hiringOrganization":{"@type":"Organization","name":"Source Code","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Myrtle Point","addressRegion":"OR","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"76355abaebe7ed8ded45b074"},"url":"https://jobsearcher.com/jobs/76355abaebe7ed8ded45b074"}}