IT Support Lead

IT Support Tech - Senior IT Support Lead – Master Trades Group

Location: Columbia MD - MTG Corporate HQ Office Work Type: Full-Time, Exempt Schedule: Standard business hours, on-site Compensation: $65,000 - $75,000 / Year Travel: 5 - 10 % Travel to our Branch locations Reports To: IT Manager

About Master Trades Group

Master Trades Group (MTG) is a leading residential services platform specializing in plumbing, HVAC, and electrical services across the Mid-Atlantic and Southeast regions. We are building scalable, centralized business support functions to enable growth and operational excellence across all brands.

We are excited to add a Sr IT Support Tech to our IT Team!

Why Join Our Team?

• Competitive pay (based on experience)
• Medical, Dental, and Vision Insurance
• 401(k) with company match
• Paid Time Off (PTO) and Paid Holidays
• Company-paid Life Insurance
• Short-Term & Long-Term Disability coverage
• Employee Assistance Program (EAP)
• Collaborative and growth-focused environment

What You'll Do

Key Responsibilities

• Architect and manage Microsoft 365 services: Exchange Online, SharePoint, Teams, OneDrive, Intune.
• Lead identity and access management using Microsoft Entra ID, Conditional Access, MFA, and RBAC.
• Automate administrative tasks using PowerShell and Microsoft Graph API.

Cybersecurity

• Develop and enforce cybersecurity policies aligned with NIST, ISO, and Zero Trust frameworks.
• Monitor and respond to threats using Microsoft Defender, Sentinel, and other SIEM/SOAR platforms.
• Conduct regular security audits, risk assessments, and vulnerability scans.

Technical Support Leadership

• Oversee Tier 1–3 technical support teams, ensuring timely resolution of incidents and service requests.
• Implement ITIL-based support processes and ticketing systems (e.g., ServiceNow, Jira).
• Analyze support trends and drive continuous improvement in user experience and system reliability.
• Act as an escalation point for complex technical issues across infrastructure, cloud, and security domains.

Collaboration & Strategy

• Partner with business units to align IT solutions with organizational goals.
• Mentor junior engineers and support staff, fostering a culture of excellence and accountability.
• Evaluate emerging technologies and recommend strategic investments.

Responsibilities

• Provide Tier 2 and Tier 3 technical support, troubleshooting and resolving issues related to hardware, software, and networking.
• Administer and maintain IT systems, including user accounts, permissions, and security settings.
• Manage and support Office 365 and other cloud-based applications.
• Deploy, configure, and maintain desktops, laptops, printers, tablets, cell phones, and other peripherals.
• Monitor system performance and security, identifying and addressing potential issues proactively.
• Document technical procedures, solutions, and best practices.
• Collaborate with other IT team members to implement new technologies and improve existing processes.
• Mentor junior IT support staff and act as a point of escalation for complex problems.

What We're Looking For

We're looking for a dynamic Technical Lead to oversee enterprise IT operations with a focus on Microsoft 365, Microsoft Entra ID, Cybersecurity, and Technical Support Services. This role combines strategic leadership with hands-on execution, ensuring secure, efficient, and user-friendly digital environments across the organization. We are seeking a highly skilled and motivated Senior IT Support Technician to join our team. The ideal candidate will be responsible for providing advanced technical support to our employees, resolving complex IT issues, and maintaining our IT infrastructure. This role requires a strong understanding of various hardware, software, and network systems, as well as excellent problem-solving and communication skills.

Qualifications

• Bachelor's or Master's degree in Computer Science, Information Technology, or related field.
• 7+ years of experience in enterprise IT, with 3+ years in a technical leadership role.
• Proven expertise in Microsoft 365, Microsoft Entra ID, and cybersecurity best practices.
• Strong background in technical support operations and IT service management.
• CompTIA A+ certification.
• CompTIA Network+ certification.
• Proven experience in a senior IT support or help desk role.
• In-depth knowledge of Office 365 administration and support.
• Strong understanding of network concepts (TCP/IP, DNS, DHCP) and troubleshooting.
• Experience with IT administration, including user management, security, and policy enforcement.

Certifications such as MS-102, SC-300, SC-100, CISSP, ITIL, or equivalent are highly desirable.

Preferred Skills

• Experience with endpoint management (Intune, Autopilot).
• Familiarity with compliance frameworks (HIPAA, GDPR, FedRAMP).
• Strong communication and stakeholder engagement skills.
• Experience with Microsoft Azure.
• Familiarity with Egnyte file-sharing and collaboration platform.
• Knowledge of Microsoft Intune for endpoint management.

Pre-Employment Requirements

All offers of employment are contingent upon the successful completion of a criminal background check and drug screening, conducted in compliance with applicable laws and regulations.

Disclaimer

The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this role. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.

EOE

Master Trades Group is proud to be an Equal Opportunity Employer. We value diversity and are committed to creating an inclusive workplace for all employees.