Service Desk Lead

About the job

Service Desk Lead | Hybrid | $90k–$110k

We’re supporting a growing Managed Service Provider looking for a Service Desk Lead to develop Technicians while ensuring service delivery runs smoothly across multiple technical teams.

This role is ideal for someone with MSP experience who enjoys leading teams, improving processes, and ensuring strong operational performance across service pods.

What You’ll Do

• Supervise, mentor, and develop Leads across multiple technical pods.
• Ensure teams have the resources and coverage needed for ticket queues, projects, and escalations.
• Monitor operational metrics including ticket response times, escalations, CSAT, and SLA performance.
• Coordinate technician availability, PTO coverage, and on-call scheduling.
• Lead weekly operational reviews and document action items from Pod Lead meetings.
• Provide training and guidance around tools such as BrightGauge, Nilear, and 3CX.
• Escalate operational risks, recurring issues, or resource challenges to the Service Manager.
• Promote collaboration, accountability, and strong team culture across the service desk.

What We’re Looking For

• 3–4 years of experience in IT, ideally within an MSP environment.
• Previous leadership or mentoring experience within a service desk or support team.
• Strong understanding of ticket management, SLAs, and service delivery metrics.
• Certifications such as CompTIA A , Network , or Security preferred.
• Strong communication, organization, and multitasking skills.

Why Apply?

• Opportunity to lead and develop technical teams within a growing MSP.
• High visibility role working closely with the Service Manager and leadership team.
• Competitive benefits including medical, dental, life insurance, and disability coverage.
• Generous PTO plus dedicated mental health days.

If you'd like to discuss the role, feel free to message me directly.