What you will be doing:
We are looking for a Senior Service Desk Lead to serve as a hands-on technical leader within an MSP Service Desk environment. This is a senior individual contributor position responsible for resolving complex technical issues, managing escalations, maintaining service standards, and providing operational visibility while actively working tickets alongside the team.
You will maintain an active ticket load focused on complex L2 and L3 issues, serve as the primary escalation point for high-impact and unresolved incidents, and lead troubleshooting across Microsoft 365, Azure, Entra ID, Windows endpoints, and identity and access issues. You will also own P1 and P2 incidents from identification through resolution, ensuring clear communication and appropriate coordination across technical and leadership teams.
The role will monitor Service Desk queues, support SLA and SLO adherence, enforce ticket quality and documentation standards, and identify recurring issues and operational risks.
You will provide real-time technical guidance and mentoring to Service Desk engineers, review tickets for quality, and support the onboarding and technical development of new team members.
This is not a people-management or project-management position. The role does not include responsibility for performance reviews, disciplinary actions, or other HR management functions.
Required Skills & Experience
• 3+ years of experience in a Service Desk, Help Desk, or MSP environment.