SMS Data Products Group, Inc.

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Granite Technology Solutions, headquartered in Montana, boasts locations in Bozeman, Missoula, Kalispell, and Helena. Established in 2003, we proudly employ over forty individuals and serve an extensive customer base of approximately 1200 businesses across Montana and its surrounding areas. As a full-service technology company, we specialize in information technology systems and networks, low-voltage structured cabling and fiber optics, phone systems, surveillance camera systems, and door access systems. Currently, we are seeking a IT Service Lead to lead our Voice and IT teams, driving our company's growth and enhancing our customer service capabilities.

Purpose

IT Service Team Lead is responsible for delivering advanced technical support while serving as the day-to-day leader, trainer, and coach for the Missoula services team. This role blends hands-on technical execution with people leadership, ensuring consistent service delivery, strong technical growth, and alignment with Granite’s customer service standards and MSP best practices.

This position supports the Services Manager by mentoring technicians, coordinating workflow, leading complex projects, and developing the team through structured training, coaching, and performance guidance.

Key Responsibilities

Team Leadership, Training & Coaching

• Provide daily leadership, coaching, and mentorship to Missoula-based technicians
• Onboard and train new technicians on Granite tools, processes, documentation standards, and customer service expectations
• Lead technical training sessions (formal and informal) to strengthen consistency and skill development
• Identify skill gaps and create development plans for technicians in partnership with the Services Manager
• Coach technicians on ticket quality, troubleshooting methodology, time management, and customer communication
• Reinforce Granite’s customer service standards and professional expectations in every interaction
• Support technician advancement through proficiency tiers, certifications, and expanded responsibilities
• Promote a culture of accountability, learning, and continuous improvement
• Serve as the first point of escalation for technical, process, and customer issues within the Missoula office

Service Delivery & Operational Support

• Assist the Services Manager with daily oversight of Missoula service operations
• Monitor team calendars, coverage, dispatch, and local workload balancing
• Review time entries and billable productivity for accuracy and consistency
• Assign backup coverage for service desk shifts as needed
• Manage escalations and high-priority customer issues
• Ensure consistent use of Granite systems, tools, and processes
• Foster collaboration between Service Desk, Projects, TAMs, and other departments
• Ensure accurate documentation in ConnectWise, IT Glue, and other Granite platforms

Technical Leadership & Advanced MSP Responsibilities

• Serve as the technical escalation lead for complex issues and environments
• Lead and independently execute moderately complex projects and system implementations
• Architect technical solutions with security, scalability, and standardization in mind
• Propose, plan, and implement infrastructure improvements with minimal supervision

Networking & Security

• Advanced understanding of TCP/IP, DNS, DHCP, VLANs, VPNs, routing, and switching
• Deploy, configure, and support FortiGate firewalls (policies, VPNs, UTM, firmware, HA)
• Deploy, configure, and support SonicWall firewalls (site-to-site VPNs, SSL VPN, security services)
• Troubleshoot wired and wireless network issues across multiple environments
• Implement network segmentation and security best practices aligned with MSP standards
• Support monitoring, alerting, and performance tuning of customer networks

Server & Infrastructure

• Administer Windows Server environments (2016–2022)
• Manage Active Directory, Group Policy, DNS, DHCP, and file services
• Perform server patching, maintenance, and lifecycle management
• Manage virtualization platforms (Hyper-V and/or VMware)
• Implement and verify backup and disaster recovery solutions
• Lead server refreshes, migrations, and infrastructure upgrades

Microsoft 365, Azure & Cloud Services

• Administer Microsoft 365 environments (users, licensing, security, compliance)
• Manage Azure AD / Entra ID, MFA, conditional access, and identity security
• Support hybrid environments (on-prem + cloud integrations)
• Manage Azure VMs, storage, networking, and resources
• Implement and support Intune / endpoint management
• Support Microsoft Defender security tools (Endpoint, Email, Identity)

SharePoint & Collaboration Platforms

• Administer SharePoint Online site structure and permissions
• Lead file migrations from on-prem servers to SharePoint/OneDrive
• Configure and support Microsoft Teams governance and collaboration standards
• Manage permissions, retention, and lifecycle policies

MSP Tools, Processes & Automation

• Advanced use of ConnectWise Manage (tickets, time entry, workflows)
• Experience with RMM platforms (monitoring, patching, automation)
• Documentation in IT Glue or equivalent platforms
• Support onboarding/offboarding processes and asset lifecycle management
• Understand and operate within SLA-driven service models
• Coordinate vendor escalations and support cases
• Basic scripting and automation (PowerShell preferred)

Customer Experience & Quality Assurance

• Deliver exceptional customer service and act as a trusted escalation resource
• Ensure customers receive consistent, professional, and proactive support
• Identify service trends, recurring issues, and improvement opportunities
• Support customer onboarding, optimization, and long-term system health
• Represent Granite’s values and brand in all customer interactions

Other Duties

• Perform application and end-user training
• Support cross-training and knowledge sharing across locations
• Assist with special projects and initiatives as requested by management

Knowledge, Skills & Abilities

• Strong leadership, coaching, and mentoring capabilities
• Excellent communication and interpersonal skills
• Advanced technical expertise in MSP environments
• Ability to prioritize, multitask, and lead under pressure
• Strong organizational and documentation skills
• Self-motivated with a continuous improvement mindset
• Commitment to outstanding customer service

Experience & Education

• Associate’s degree in a related technical field or equivalent experience required
• Bachelor’s degree preferred
• Minimum 3–5 years of MSP or IT support experience
• Prior leadership, training, or mentoring experience strongly preferred

Physical Environment

• Work performed at customer sites and Granite office locations
• Valid driver’s license and clean driving record required
• Regular lifting up to 40 pounds
• Ability to bend, crawl, and work in tight spaces
• Participation in scheduled on-call rotation as needed

Job Type: Full-time

Pay: $60,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Retirement plan
• Vision insurance

Experience:

• Customer service: 5 years (Preferred)
• Management: 3 years (Required)
• IT service management: 3 years (Required)
• Technology management: 3 years (Required)

Ability to Commute:

• Missoula, MT 59801 (Required)

Willingness to travel:

• 25% (Required)

Work Location: In person