We are looking for an experienced Senior Service Desk Lead to serve as a hands-on technical leader within our Service Desk team.
This role is ideal for an experienced MSP professional who enjoys resolving complex technical issues, leading by example, and maintaining high standards of service delivery.
This is a senior individual contributor role rather than a traditional people-management position. The successful candidate will work closely with the Director of IT & Operations, providing visibility into Service Desk performance, operational risks, and opportunities for improvement while actively handling technical tickets.
The role will play a key part in ensuring ticket quality, accurate escalations, SLA/SLO adherence, and an exceptional customer experience.
Key Responsibilities:
1. Hands-On Technical Leadership
- Maintain an active personal ticket workload, focusing primarily on complex Level 2 and Level 3 technical issues.
- Serve as the primary escalation point for high-impact and unresolved incidents.
- Lead troubleshooting across Microsoft 365, Azure, Entra ID, and related technologies.
- Support Windows 10/11 endpoints and identity and access management issues.
- Take ownership of Priority 1 (P1) and Priority 2 (P2) incidents from identification through resolution.
2. Service Desk Operational Management
- Monitor and manage Service Desk ticket queues on a daily basis.
- Ensure compliance with Service Level Agreements (SLAs) and Service Level Objectives (SLOs).
- Maintain high standards for ticket quality, documentation, and communication.
- Proactively identify recurring issues, operational challenges, and systemic risks.
3. Escalations & Incident Management
- Act as the Incident Lead during major service disruptions.
- Ensure incidents are accurately classified, prioritized, and escalated.
- Coordinate with Centralized Services, Projects, and Leadership teams when required.
- Ensure clear, timely, and effective communication with internal teams and customers.
- Drive incidents through to resolution while maintaining accountability.
4. Team Enablement & Technical Mentoring
- Lead by example through strong technical execution and professionalism.
- Provide real-time technical guidance and mentoring to Service Desk engineers.
- Review tickets for quality and provide constructive feedback.
- Assist with onboarding and technical development of new team members.
5. Operational Visibility & Continuous Improvement
- Serve as an operational extension of the Director of IT & Operations.
- Provide insights into Service Desk trends, operational risks, and technical skill gaps.
- Recommend improvements to workflows, automation, and service desk tools.
- Identify opportunities to improve service delivery and operational efficiency.
Requirements
- 3+ years of experience working in a Service Desk or Managed Service Provider (MSP) environment.
- Strong hands-on experience with Microsoft 365, Azure, Entra ID, and Windows endpoints.
- Experience working with ticketing systems and managing technical escalations.
- Strong troubleshooting and problem-solving abilities.
- Excellent communication and technical documentation skills.
- Ability to manage multiple priorities while maintaining service quality.
Preferred Qualifications:
- Previous experience as a Senior Service Desk Engineer, Senior Helpdesk Engineer, or Escalation Engineer.
- Experience with Autotask and IT Glue.
- Experience managing P1/P2 incidents and maintaining SLA/SLO compliance.
- Previous experience providing technical guidance and mentoring to junior engineers.