IT Services Provider is a growing managed service provider specializing in Apple/Mac support. We are currently seeking a qualified individual for the leadership position of "IT Help Desk Technical Lead." This role involves leading the help desk team, triaging help desk tickets, and providing end-user support to our diverse client base.
Ideal Candidate: The ideal candidate will be a level 2 or 3 IT Technician with excellent time management skills. This individual should have experience working with multiple clients and handling various service level difficulties simultaneously. A proactive and adaptable mindset is crucial for success in this fast-paced environment.
Duties and Responsibilities:
Provide end-user support for Apple/Mac hardware and software issues
Resolve escalated/high-level helpdesk tickets efficiently
Triage helpdesk tickets and assign them to the appropriate technician
Provide daily direction to help desk staff
Utilize PSA (Autotask) to manage and monitor client-facing support requests
Manage and report on key performance indicators to upper management
Research, develop, and implement automation of business processes
Assist with preventative maintenance, upgrades, implementations, and training for end users
Contribute to the training and development of help desk staff
Ensure adherence to Standard Operating Procedures (SOPs) for an optimal client experience
Identify opportunities for improvement and make constructive suggestions for change
Foster a collaborative team environment and instill a culture of accountability and relationship building
Required Skills and Experiences:
Experience in a Helpdesk or Managed Service Provider (MSP) environment
Advanced knowledge of Apple/Mac, SaaS cloud solutions, macOS software and hardware
Ability to communicate effectively in both technical and non-technical terms
Proficient in support tools, techniques, and technology utilization for service provision
Advanced troubleshooting skills for end-user hardware, software, and network devices
Experience with network and cloud solutions installation and maintenance
Familiarity with the Microsoft 365 Platform
Experience with vendor collaboration for expedited troubleshooting
Proficiency in help desk ticketing systems, RMM tools, and MDM platforms
Comfortable navigating admin portals to address client requests
Experience providing remote support via screen sharing tools
Passion for Apple products and Mac computers
Strong communication skills and active listening abilities
Ability to adapt to the fast-paced IT landscape and a passion for continuous learning
Problem-solving skills and a commitment to delivering an exceptional client experience
Fast learner with the ability to simplify complex situations
Effective prioritization with a sense of urgency
Benefits:
401(k) matching
7 paid holidays and 96 hours of PTO
Supportive and easy-going work environment
Ongoing training opportunities for skill development
Experience level: 5 years
Work Schedule:
8-hour shift; 8 a.m. to 5 p.m.
Monday to Friday
Emergency "on-call" rotation
Ability to commute:
On-site position (not open to remote candidates)
Reliable transportation required