Team Lead Managed Services Operations (USA_Remote)

Presidio, Where Teamwork and Innovation Shape the Future 
At Presidio, we’re at the forefront of a global technology revolution, transforming industries through cutting-edge digital solutions and next-generation AI. We empower businesses—and their customers—to achieve more through innovation, automation, and intelligent insights. 

The Role
Presidio is seeking a Managed Services Operations Team Lead who will oversee Operations Technicians who monitor and manage customer networking, data center, security, and collaboration platforms. The position is responsible for daily operational tasks such as providing technical assistance to the on-shift technicians, incident escalation handling, daily shift assignments, and handoffs. For the Team Lead's assigned shift, they ensure customer SLAs and expectations are met through effective queue management and incident assignments across centers. The Operations Team Lead provides daily technical and process guidance to them and provides feedback to their Operations Managers, and in some cases, may directly manage Operations Technicians.

Responsibilities include:

• Responsible for daily operations tasks for the Managed Services Operations Technicians
• Serves as technical lead for Managed Services Operations Technicians
• Assists Technicians with operational workload as needed
• Provide direction and task assignments
• Responsible for adherence on process and procedures
• Responsible for providing detailed handoff instruction to oncoming shift
• Interacts w/ end users, management, and other cross functional teams
• Actively participate and ensure MS ownership on P1 escalation calls

Required Skills and Professional Experience

• Bachelor’s degree or equivalent experience and/or military experience
• 2+ years experience utilizing ticketing systems
• 2+ years work or education experience providing service desk or network operations support
• <<Must be a US Citizen and ability to obtain government security clearance>>
• Excellent verbal and written communication skills

Preferred Skills and Professional Experience

• Good organizational, supervisory and communication skills
• Strong adherence to SLA’s and commitment to customer satisfaction

Your future at Presidio
Joining Presidio means stepping into a culture of trailblazers—thinkers, builders, and collaborators—who push the boundaries of what’s possible. With our expertise in AI-driven analytics, cloud solutions, cybersecurity, and next-gen infrastructure, we enable businesses to stay ahead in an ever-evolving digital world. 

Here, your impact is real. Whether you're harnessing the power of Generative AI, architecting resilient digital ecosystems, or driving data-driven transformation, you’ll be part of a team that is shaping the future. 

Ready to innovate? Let’s redefine what’s next—together. 

About Presidio
At Presidio, speed and quality meet technology and innovation. Presidio is a trusted ally for organizations across industries with a decades-long history of building traditional IT foundations and deep expertise in AI and automation, security, networking, digital transformation, and cloud computing. Presidio fills gaps, removes hurdles, optimizes costs, and reduces risk. Presidio’s expert technical team develops custom applications, provides managed services, enables actionable data insights and builds forward-thinking solutions that drive strategic outcomes for clients globally. For more information, visit www.presidio.com. 

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Applications will be accepted on a rolling basis.

Presidio is an Equal Opportunity / Affirmative Action Employer / VEVRAA Federal Contractor. All qualified candidates will receive consideration for this position regardless of race, color, creed, religion, national origin, age, sex, citizenship, ethnicity, veteran status, marital status, disability, sexual orientation, gender identification or any other characteristic protected by applicable federal, state, and local statutes, regulations, and ordinances.

To read more about discrimination protections under Federal Law, please visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf