Reactive Support Team Lead - Renton - Attentus Technologies

    Attentus Technologies
    Attentus Technologies Renton

    18 hours ago

    Description
    *\*CANDIDATES WITH MSP EXPERIENCE REQUIRED\**Please read the following job description thoroughly to ensure you are the right fit for this role before applying.

    Are you the kind of person that wants to "Be the Answer" for customers? Do you enjoy solving problems and "Building Trusted Relationships"? Are you "Passionate about Technology" and want to "Deliver Exceptional results"? Most of all, do you like to "Have Fun" while being a valued part of a high functioning team?

    If so, we want to talk


    Our belief is that if we take care of the team, the team takes care of the clients, and the clients take care of Attentus.

    If it's not Win/Win/Win, it isn't worth doing.


    Success in this role relies on exceptional communication skills, the ability to navigate unfamiliar scenarios, and a strong sense of ownership.

    *Primary Responsibilities Include*:

    • Lead the daily execution and performance of the Reactive Support team, ensuring SLA compliance, ticket quality, and operational consistency.
    • Serve as an advanced escalation resource for complex Tier 2 issues while maintaining appropriate personal ticket ownership.
    • Balance hands-on technical contribution with oversight of team workload distribution and resolution timelines.
    • Drive root cause analysis for recurring or high-impact incidents and implement preventative corrective actions.
    • Maintain overall customer satisfaction above 90% through structured communication, proactive follow-through, and resolution quality.
    • Coach and develop Tier 1 and Tier 2 technicians through real-time escalation guidance and feedback.
    • Lead daily huddles and recurring operational meetings to reinforce priorities and remove roadblocks.
    • Identify process gaps, inefficiencies, and automation opportunities that reduce reactive volume over time.
    *Required Skills & Technical Competencies:

    • Strong MSP experience operating in a reactive service environment.
    • Working knowledge of Office 365, Active Directory, Windows OS (10, 11, Server
    • Hands-on experience with firewalls, routers, and VPN configurations.
    • Demonstrated ability to manage Priority 1 and Priority 2 escalations effectively.
    • Experience performing structured root cause analysis and preventative remediation.
    • Working knowledge of virtualization platforms (VMware and/or Hyper-V).
    • Familiarity with backup, disaster recovery, and business continuity solutions.
    • Experience using PSA and documentation platforms (ConnectWise, IT Glue, or similar).
    *Communication & Professional Skills:

    • Strong Interpersonal skills.
    • Ability to build strong relationships internally and externally.
    • Professional and polished when client facing.
    • Ability to enforce standards while maintaining team morale and accountability.
    • Exceptional communication, organization, and time management skills.
    • Strong ability to align actions with organizational vision and core values.
    • Proficient written and spoken English.
    • Client-first and team-first mentality.
    *Professional

    Experience:

    • Technical Support (Tier 2 or higher): 5 years (Required)
    • Help desk/

    MSP:
    5 years (Required)

    • Leadership/mentoring/team oversight experience: 2+ years (Preferred)
    Windows Administration: 5 years (Preferred)

    • Customer Service (Ex... Restaurant Wait Staff)
    *Preferred Certifications:

    • MTCNA
    • MS-900 - Microsoft 365 Certified: Fundamentals
    • CompTIA A+, Net+, Security+
    *Training Completion:

    • Starting salary $71,000 per year during training.
    • Salary increase to $76,000 per year upon completion of training.
    • Training Certificates: CompTIA A+, Net+, Security+, MS-900
    *Benefits*:

    • Health, Dental, and Vision Insurance
    • PTO
    • Retirement Plan
    • Growth and Professional Development Opportunities
    • Bonus Structure
    *Schedule*:

    * *
    Training Schedule:* 7am-4pm

    * *Post-

    Training Schedule:
    *Full-Time, Monday-Friday (Day Shift, 7am-6pm)

    *About Attentus Technologies:
    Attentus Technologies is a values-driven managed services provider. We have been in business for over 20 years providing managed I.T. services to clients throughout the Pacific Northwest.

    xawqmyg We believe the key to great service is picking clients and team members who share our primary core value of Building Trusted Relationships.


    You can learn more about our values here:

    Type:
    Full-time


    Pay:
    $70, $80,000.00 per year


    Benefits:

    • Dental insurance
    • Health insurance
    • Paid time off
    • Retirement plan
    • Vision insurance

    Experience:

    • Managed IT Services (MSP): 5 years (Required)

    Work Location:
    In person
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