Helpdesk Team Lead / Senior Support Technician
Pompano Beach
Helpdesk Team Lead / Senior Support Technician
Full Time • Pompano Beach
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Opportunity for advancement
- Paid time off
- Training & development
- Vision insurance
About the Role
- Team: Service Desk / Support
- Location: Onsite
- Hours: Monday through Friday 8AM – 5PM
- Start Date: Flexible
How We’ll Set You Up for Success
- Comprehensive onboarding to understand our service structure, ticketing system, and technology stack
- Access to senior-level resources and a collaborative environment for escalated issues
- Opportunities for technical leadership, mentorship, and day-to-day supervisory development
- Ongoing training and certification support, aligned with your professional goals
What You’ll Do
• Serve as a technical escalation point for helpdesk technicians, assisting with complex issues and guiding resolution paths
• Support Level 1 and Level 2 team members by answering technical questions and encouraging skill development through hands-on guidance
• Monitor ticket activity and quality, helping ensure documentation standards and SLAs are being met
• Assist in coordinating team availability by helping review timecards, managing PTO visibility, and supporting the Technical Services Coordinator with resourcing clarity
• Provide real-time coaching during ticket handling, helping the team improve accuracy, efficiency, and troubleshooting techniques
• Collaborate with the Technical Services Coordinator to support appropriate ticket assignments and task ownership
• Actively work support tickets alongside the team, maintaining personal technical contribution while setting a quality standard
• Encourage and participate in knowledge base documentation, helping capture lessons learned and repeatable solutions
• Relay relevant feedback to leadership regarding team performance trends or recurring technical issues
• Help foster a positive, accountable, and solutions-driven team environment through daily interactions and supportive leadership
• Support Level 1 and Level 2 team members by answering technical questions and encouraging skill development through hands-on guidance
• Monitor ticket activity and quality, helping ensure documentation standards and SLAs are being met
• Assist in coordinating team availability by helping review timecards, managing PTO visibility, and supporting the Technical Services Coordinator with resourcing clarity
• Provide real-time coaching during ticket handling, helping the team improve accuracy, efficiency, and troubleshooting techniques
• Collaborate with the Technical Services Coordinator to support appropriate ticket assignments and task ownership
• Actively work support tickets alongside the team, maintaining personal technical contribution while setting a quality standard
• Encourage and participate in knowledge base documentation, helping capture lessons learned and repeatable solutions
• Relay relevant feedback to leadership regarding team performance trends or recurring technical issues
• Help foster a positive, accountable, and solutions-driven team environment through daily interactions and supportive leadership
About You
• 5+ years of hands-on IT support experience, preferably in an MSP or high-volume helpdesk setting
• Proven experience in support escalation, mentoring junior technicians, and handling complex troubleshooting
• Strong understanding of Windows Server environments, Active Directory, DNS, DHCP, and group policy
• Proficiency with Microsoft 365, Azure, and related cloud/hybrid infrastructure
• Hands-on experience with firewall management (e.g., WatchGuard, SonicWall, Sophos), network devices, and endpoint security
• Strong communication and leadership skills, with a customer-first approach
• Highly organized with attention to ticketing detail, documentation standards, and team coordination
• Proven experience in support escalation, mentoring junior technicians, and handling complex troubleshooting
• Strong understanding of Windows Server environments, Active Directory, DNS, DHCP, and group policy
• Proficiency with Microsoft 365, Azure, and related cloud/hybrid infrastructure
• Hands-on experience with firewall management (e.g., WatchGuard, SonicWall, Sophos), network devices, and endpoint security
• Strong communication and leadership skills, with a customer-first approach
• Highly organized with attention to ticketing detail, documentation standards, and team coordination
Nice-to-Haves
• Certifications such as Microsoft 365 Certified, Azure Administrator, CCNP, or WatchGuard
• Experience with ConnectWise Manage or similar PSA/RMM platforms
• Familiarity with backup and disaster recovery platforms, VoIP, or monitoring tools
• Exposure to ticket triage, alert response, or NOC-style environments
• Certifications such as Microsoft 365 Certified, Azure Administrator, CCNP, or WatchGuard
• Experience with ConnectWise Manage or similar PSA/RMM platforms
• Familiarity with backup and disaster recovery platforms, VoIP, or monitoring tools
• Exposure to ticket triage, alert response, or NOC-style environments
About ComSys
At ComSys, we believe that great IT support is built on strong processes, expert technicians, and a team-focused culture. We’re committed to helping employees grow their careers through hands-on experience, mentorship, and exposure to modern IT systems.
Join Us
If you’re an experienced Level 3 tech looking for a leadership path that balances technical depth with team accountability, we’d love to have you on board.
Compensation: $70,000.00 - $85,000.00 per year
Why Accelerated Business Solutions?
We help businesses and governments from Miami to Port St Lucie improve the flow of work to enable greater performance, agility and transformation. We solve business problems with diverse services, innovative technologies and the expertise of our people. We want leaders, not employees. We empower our people to learn, to grow and to advance. Our leaders are able to make important decisions in our clients’ best interests.
Are you a leader?
We want leaders, not employees, because we empower our people to learn, grow, advance and be able to make decisions in our clients’ best interests.
Accelerated Business Solutions has earned the distinction of being the leader for business technology solutions. Offering solutions is only a part of our success. The real story revolves around our team of champions; our people.
Accelerated Business Solutions has earned the distinction of being the leader for business technology solutions. Offering solutions is only a part of our success. The real story revolves around our team of champions; our people.
It has been said that one man with courage makes a majority. Our mission is to empower employees to excel in courage. As a part of our South Florida team you will be driven to unparalleled growth, both professionally and personally.
Our commitment to continually push the envelope for our clients creates an attractive environment for the top recruits in the IT and document management fields. Accelerated Business Solutions employees are the best of the best. Are you?
(if you already have a resume on Indeed)