Tier 2 Team Lead – Unified Support

JOB TITLE: Tier 2 Team Lead – Unified Support

FLSA STATUS: Exempt

DATE: April 2026

DEPARTMENT: Service Delivery

LOCATION: Arkansas, Texas, Oklahoma

REPORTS TO: Unified Support Director

JOB SUMMARY

Under 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 Enforcement

• Actively 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-Up

• Owns 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 / Engineering

• Serves 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 Discipline

• Ensures 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 Accountability

• Acts 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 ABILITIES

• Strong 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 OTHERS

• This 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 EXPERIENCE

• Bachelor’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 CONDITIONS

Physical Task

Physical Requirements

% of Work Time

Sitting/Standing

Must be able to remain in a stationary position for long periods of time.

Up to 70%

Lifting/Carrying

Occasionally 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/Feeling

Must be able to operate phone and computer to prepare quotes and other work product and to interact with others.

Up to 100%

Seeing

Must have visual acuity to perform tasks on computer, service clients, resolve issues and present information to current and prospective clients.

Up to 100%

Talking/Hearing

Frequently communicates with prospects, clients and internal team members to present information, troubleshoot issues and respond to questions.

Up to 100%

Working Conditions

Normal 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.