Tier 2 Team Lead - Unified Support

JOB TITLE: Tier 2 Team Lead - Unified SupportFLSA STATUS: ExemptDATE: April 2026DEPARTMENT: Service DeliveryLOCATION: Arkansas, Texas, OklahomaREPORTS TO: Unified Support DirectorJOB SUMMARYUnder the leadership of the Unified Support Director and EVP of Managed Service Delivery, the Tier 2 Team Lead- Unified Support is responsible for the day-to-day operational control of Tier 2 ticket execution. This role ensures predictable SLA performance, disciplined follow-up, and proper escalation to Tier 3/Engineering.The Tier 2 Team Lead functions as a system operator and escalation governor, not a senior technician or personal escalation resource. The role exists to ensure Tier 2 operates as an intentional execution layer that protects SLAs, maintains customer confidence, and supports effective engineering engagement.ESSENTIAL DUTIES AND OTHER RESPONSIBILITIES SLA Ownership and EnforcementActively monitors Response, Resolution Plan, and Resolution SLAs for all Tier 2-managed tickets.• Identifies SLA risk early and initiates corrective action before breach occurs.• Ensures customers receive timely, consistent updates aligned to ticket priority and SLA requirements.Ticket Ownership and Follow-UpOwns daily health of all Tier 2-assigned tickets, including backlog, aging, and stalled work.• Enforces clear next-action documentation and follow-up commitments.• Intervenes directly when Tier 2 tickets lose momentum or ownership.Escalation Control to Tier 3 / EngineeringServes as the formal escalation gate between Tier 2 and Engineering.• Enforces escalation readiness standards including documented troubleshooting, customer impact, and reason for escalation.• Pushes back on premature, undocumented, or invalid escalations.Queue Health and Workflow DisciplineEnsures proper board usage, status transitions, and SLA clock management in accordance with the Service Delivery Operating Model.• Prevents Tier 2 work from bypassing defined workflows or becoming informal engineering work.Leadership and AccountabilityActs with authority to reassign tickets, enforce escalation rules, and intervene in service flow without additional approval.• Coaches Tier 2 technicians on workflow discipline, documentation quality, and follow-through.• Escalates systemic risks or behavioral patterns that undermine service performance.KNOWLEDGE, SKILLS AND ABILITIESStrong understanding of managed services operations and SLA-based service delivery models.Working knowledge of ConnectWise ticket boards, statuses, and escalation mechanics.Demonstrated ability to enforce process, manage competing priorities, and make objective decisions under pressure.Excellent verbal and written communication skills.Systems-oriented mindset with strong risk and pattern recognition capabilities.SUPERVISORY RESPONSIBILITIES AND INTERACTIONS WITH OTHERSThis position has has operational authority over Tier 2 ticket handling standards and escalation discipline. The Tier 2 Team Lead works closely with Tier 1 Team Lead, Unified Support leadership, and Engineering to ensure consistent service delivery performance and accountability.EDUCATION, TRAINING AND EXPERIENCEBachelor's degree in Information Technology, Business, or related field preferred.3-5 years of experience in Managed Services or Tier 2 support roles required.Experience working in SLA-managed environments required.Prior lead or coordination responsibility strongly preferred.Relevant technical or service management certifications a plus.PHYSICAL DEMANDS AND WORKING CONDITIONSPhysical TaskPhysical Requirements% of Work TimeSitting/StandingMust be able to remain in a stationary position for long periods of time.Up to 70%Lifting/CarryingOccasionally loads and sets up for trade shows, provides sales information to clients and moves up to 50 pounds of client hardware.Up to 10%Handling/Grasping/FeelingMust be able to operate phone and computer to prepare quotes and other work product and to interact with others.Up to 100%SeeingMust have visual acuity to perform tasks on computer, service clients, resolve issues and present information to current and prospective clients.Up to 100%Talking/HearingFrequently communicates with prospects, clients and internal team members to present information, troubleshoot issues and respond to questions.Up to 100%Working ConditionsNormal office environment. Occasional after-hours availability required to address service risks or escalations. Standard business hours are Monday-Friday. Minimal travel may be required.TeleComp provides equal employment opportunities for all applicants.