Service Desk Team Lead

CIO Tech is a Tampa-based MSP known for responsiveness, reliability, and promoting from within. We are looking for a Service Desk Team Lead who can take point on escalations, raise the bar across the team, and bring steady leadership to a fast-moving service desk.

What Youll Do

• Handle Level 1 and Level 2 technical escalations
• Support desktops, servers, networks, Microsoft 365, and hybrid environments
• Administer AD, Entra ID, Azure, Exchange Online, Intune, SharePoint, Teams
• Manage GPOs, Windows Server roles/features (on-prem + hybrid)
• Troubleshoot VLANs, DNS, DHCP, VPNs, firewall rules, and routing
• Support macOS as needed
• Work with Azure/Entra hybrid setups and basic Azure VM administration
• Use PowerShell and basic scripting for efficiency
• Work in RMM tools and Connectwise Manage ticketing systems
• Support backup platforms (Veeam, Backblaze, etc.)
• Document solutions in IT Glue and maintain solid ConnectWise notes
• Mentor Level 1 and Level 2 techs; drive consistency and process
• Assist with onsite work when needed
• Participate in the on-call rotation

What Makes You a Fit

• 5+ years of IT support or service desk experience in an MSP or similar multi-client environment
• 2+ years in a senior, escalation, or leadership role
• Comfortable managing multiple clients, priorities, and SLAs
• Strong experience with Microsoft 365, Entra, Azure, Intune
• Solid AD/Group Policy knowledge and Windows Server admin skills
• Good grasp of networking fundamentals and firewall troubleshooting
• Practical PowerShell experience
• Backup experience with common platforms
• Strong analytical mindset and a habit of verifying your work
• Takes ownership of service quality and sets the tone for professionalism
• Helps others grow and leads by example

Nice to Have

• Experience with ConnectWise Manage/Automate, NinjaOne, IT Glue, Liongard
• Experience with Hyper-V, VMware, Proxmox
• Familiarity with SentinelOne, Huntress, or similar security tools
• Azure Administrator Associate

What Success Looks Like

• Faster, cleaner escalations
• Fewer repeat issues and tighter documentation
• Strong mentorship and knowledge transfer across the team
• A steady, reliable presence that raises overall performance

Benefits

• Paid time off - 15 days PTO your first year, plus holidays
• Retirement Plan IRA with company match
• Comprehensive Medical, dental, vision, life, and ancillary coverage
• Team lunches, company events, referral bonuses
• Community Engagement - Paid volunteer time