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MSP IT Help Desk Lead
MSP IT Help Desk LeadGrowing Managed Service Provider • Fort Lauderdale, FL, US
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MSP IT Help Desk Lead

MSP IT Help Desk Lead

Growing Managed Service Provider • Fort Lauderdale, FL, US
30+ days ago
Job type
  • Full-time
Job description
Benefits:
  • 401(k)
  • 401(k) matching
  • Company parties
  • Competitive salary
  • Health insurance
  • Opportunity for advancement
  • Paid time off
  • Training & development

Overview
We are seeking an experienced IT Help Desk Lead to oversee daily operations of our Service Desk and ensure exceptional support for our Managed Services clients. This role combines technical expertise, leadership, and service management to guide a team of technicians, improve support processes, and maintain high client satisfaction.

The ideal candidate has prior experience in a Managed Service Provider (MSP) environment, strong troubleshooting skills across Microsoft-based infrastructures, and a passion for mentoring technicians while delivering world-class support. This position is an on-site position (5 Days a Week)


Key Responsibilities
  • Lead and manage the Help Desk team, providing mentorship, training, and performance coaching.
  • Act as the technical escalation point for Tier 1 and Tier 2 technicians.
  • Oversee ticket queues, ensuring SLA compliance and efficient ticket resolution.
  • Monitor service metrics and improve operational performance.
  • Manage onboarding of new clients into the support environment.
  • Document and maintain knowledge base articles and standard operating procedures.
  • Coordinate with engineering teams for complex issues and project escalations.
  • Ensure consistent delivery of high-quality client service.
  • Participate in on-call rotation as required.
  • Assist with service automation, monitoring tools, and workflow improvements.

Required Qualifications
  • 5+ years of IT support experience.
  • 2+ years in a lead, senior technician, or supervisory role.
  • Experience working in an MSP or multi-client support environment.
  • Strong troubleshooting skills in:
    • Microsoft Windows Server
    • Microsoft 365 / MS Azure
    • Active Directory & Group Policy
    • Networking (DNS, DHCP, VPN, firewalls)
    • Endpoint management
  • Experience with PSA / RMM platforms
  • Excellent communication and customer service skills.


Preferred Qualifications
  • Certifications such as:
    • CompTIA A+
    • CompTIA Network+
    • Microsoft Certified: Azure Administrator Associate
  • Experience with RMM tools like NinjaOne, Datto RMM, or Kaseya VSA.
  • ITIL knowledge or certification (ITIL Foundation Certification).

Key Skills
  • Leadership & team development
  • Incident and problem management
  • SLA and KPI tracking
  • Process improvement and documentation
  • Client communication and relationship management

Compensation & Benefits
  • Competitive salary (based on experience)
  • Health insurance
  • Paid time off and holidays
  • Professional development and certification support
  • 401(k) with company match (if applicable)

Why Join Us
  • Work with a collaborative and technically strong team
  • Exposure to diverse technologies and client environments
  • Opportunities for career growth within the MSP organization

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MSP IT Help Desk Lead • Fort Lauderdale, FL, US

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