The Service Desk Team Lead provides advanced end-user support and serves as the primary escalation point for complex issues. The role includes administrative and client-facing coordination, technical documentation, and troubleshooting. The position requires strong depth in workstation, identity, and network troubleshooting, and provides technical guidance to service desk technicians.
Requirements
- Providing advanced, hands-on technical support and resolving complex issues (Tier 2/3)
- Owning escalations end-to-end: reproduce issues, gather logs, coordinate with internal teams as needed, and communicate clear technical updates to clients and stakeholders
- Creating and maintaining technical documentation (KB articles, runbooks, and standard procedures) and identifying recurring issues for automation or permanent remediation
- Providing technical guidance, peer review, and mentoring to service desk technicians
- Fostering a positive and professional team culture aligned with company values
- Supporting day-to-day service desk workflow (in partnership with the coordinator/manager) by helping prioritize technical escalations and ensuring accurate ticket notes and customer updates
- Maintaining high technical quality and a customer-first experience through thorough troubleshooting, clear communication, and timely resolution
- Leading technical resolution for high-impact incidents by triaging, isolating root cause, coordinating technical resources as needed, and documenting outcomes and preventive actions
- Coordinating with internal IT teams and vendors to resolve technical issues that span systems (e.g., identity, networking, cloud services), ensuring clients receive accurate status and next steps
- Ensuring clear communication of priorities, changes, and expectations
- Maintaining and updating documentation related to processes, procedures, and service delivery standards
- Implementing changes to improve efficiency, effectiveness, and customer satisfaction
- Identifying recurring technical issues and drive remediation (problem management), including improving monitoring/alerting, strengthening standard builds, and proposing automation where appropriate
- Proactively recommending technical improvements for client environments (e.g., patching, configuration hardening, M365/Entra best practices) based on trends observed through support
- Serving as the escalation point for complex issues across Windows endpoints (including Microsoft Intune/MDM), Microsoft 365, identity (Active Directory/Azure AD/Entra ID), Microsoft Azure (core services and troubleshooting), networking (DNS/DHCP/VPN/Wi‐Fi), and common line-of-business applications
- Applying and promoting technical best practices (security, least privilege, change control, and documentation standards) while delivering reliable, repeatable support outcomes
Benefits
- 100% employer paid health insurance (medical and dental)
- Mileage and phone reimbursement
- Fun working environment and culture
- SIMPLE IRA with 3% match
