Lead Service Desk Technician (Managed Services):

We are a long-standing Managed and Cloud Services Provider that offers offers a unique blend of personalized, high-quality IT services, focusing on customer satisfaction through their core values like teamwork, proactive ownership, and future-forward thinking. We ensure a human-centered, empathetic support for businesses looking to stay ahead of technology trends and challenges. Business is booming and we are currently looking to add a Lead Service Desk Technician (Managed Services) to our team who has previous MSP experience.

The Lead Service Desk Technician (Managed Services) will be the key figure of the IT Service Desk, leading the team with both technical expertise and a positive influence. You will share knowledge with the group and foster a collaborative environment. The Lead Service Desk Technician (Managed Services) role is a steppingstone to positions such as IT Service Management or Professional Services Engineering.

As a Lead Service Desk Technician (Managed Services) you should be proficient in troubleshooting desktop, server, networking, and infrastructure components, including switches, firewalls, routers, and access points. A solid understanding of VoIP and PBX fundamentals is also required. Experience with Windows Server (2012-2022) and PowerShell is essential, along with expertise in cloud-based anti-virus solutions such as Webroot, Symantec, SentinelOne, and Sophos.

Lead Service Desk Technician (Managed Services) Team Management:

  • Monitor unassigned tickets and ensure team members are assigning them as needed.
  • Create and maintain schedules to ensure phone coverage from 6 am to 6 pm.
  • Manage the after-hours on-call rotation schedule for Service Desk technicians.
  • Ensure technicians are confirmed for their shifts and after-hours support.
  • Provide weekly performance metrics to the Management Team.
  • Coordinate with the Professional Services Scheduler and Project Management to escalate unresolved tickets to ensure client satisfaction.

Lead Service Desk Technician (Managed Services) Technical Skills:

  • Experience with SNMP configuration and troubleshooting.
  • Familiarity with backup solutions like StorageCraft, Veeam, and off-site replication.
  • Virtualization experience with Hyper-V or VMware.
  • Experience configuring and troubleshooting Remote App/Terminal Services, thin clients, and associated infrastructure.
  • Knowledge of server load balancing, clustering, and failover.
  • Familiarity with storage devices, including Synology NAS, Dell EqualLogic, and both attached/unattached storage.
  • Experience with Windows Server (2012-2019), including PowerShell, Group Policy, Active Directory configuration/troubleshooting, and certificate servers.
  • Knowledge of Exchange on-premises, Office 365, Azure AD, and online migrations/troubleshooting.

Lead Service Desk Technician (Managed Services) Benefits:

  • Health, Dental, and Vision Insurance (Employee and Dependents)
  • Certification Reimbursement
  • Performance Based Bonuses
  • PTO and Paid Holidays
  • Clear paths to grow in Management