Technical Team Leader

Company: CAI
Location: Wilmington
Posted on: June 28, 2025

Job Description:

Job ID Number R5523 Employment Type Full time Worksite Flexibility Onsite Job Summary As Technical Team Leader, you will oversee a twenty-two-person onsite team of Desktop Support Specialists. This position focuses more on management and coaching of employees, process improvements, knowledgebase updates and creation, and shift-left activities than on technical tasks, although technical knowledge is required. Job Description We are looking for a Technical Team Lead. This position will be full-time and onsite in Wilmington, Mass. This position is 8-5, Monday-Friday, 100% onsite. On-call and after-hours work is typically not required. This person will interface with both the client’s and CAI’s management teams. What You'll Do Oversee and mentor a team of 22 technicians Act as an escalation point for team members who need help, including reaching out to other teams in IT and beyond to find solutions for users Ensure that team adheres to SLA’s and completes tasks Advise client management on any issues or problems with the team Identify opportunities for process improvements that would reduce effort Operate with a “shift left” mindset, enabling work to be completed at the Level 1 Helpdesk where possible Lead meetings regarding team metrics, improving customer satisfaction, and identifying shift-left opportunities as well as weekly team meetings Assist the client in ongoing projects such as Windows OS upgrades and such Hold one-on-one meetings with team members to discuss achievements, improvements, and roadblocks Talk with team members frequently to help identify trends and issues in the environment and provide support to team members as needed Meet with client manager regularly Address escalated technical issues and fulfill uncommon customer requests What You'll Need Required: Prior experience leading a team 8 years’ experience in a desktop support or similar role, though equivalent education or training may qualify a candidate Technical proficiency with a willingness to expand knowledge as needed Ability to handle high-pressure situations with grace and professionalism Strong troubleshooting and documentation skills Active Directory or Azure AD experience Desktop and Laptop hardware support experience Knowledge of Microsoft Desktop Operating Systems Knowledge of the Microsoft Office suite Knowledge of video conferencing software (Teams, Zoom, etc) ServiceNow or other ticketing system experience including reporting Understanding of networking, TCP/IP, DHCP, DNS Awareness of cybersecurity concepts such as malware, phishing, data loss prevention, etc. Technical writing and Documentation Knowledge of remote support tools such as Bomgar, Teamviewer, or RDP Knowledge of SCCM, Autopilot, or other imaging systems Physical Demands Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc. Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor The pay range for this position is $ 80,000 - $85,000 annually (USD). Exact compensation may vary based on several factors, including location, experience, and education. Benefit package includes medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role receive paid time off and may also be entitled to paid sick leave and/or other paid time off as provided by applicable law. ? Reasonable Accommodation Statement If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111. Equal Employment Opportunity Policy Statement CAI is committed to equal employment opportunity. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or veteran status. All employment decisions are based on valid job requirements, including hiring, promotion, and compensation. Harassment and retaliation are prohibited.

Keywords: CAI, Brockton , Technical Team Leader, IT / Software / Systems , Wilmington, Massachusetts