Service Desk Team Lead

About the role

Our client is seeking a hands-on technical leader to oversee a team of approximately five IT technicians while serving as the final escalation point before issues are routed to Tier 3 Engineering. This role combines team leadership, client support, and advanced technical troubleshooting in a fast-paced Managed Services environment.

Responsibilities

• Oversee daily team operations and manage ticket assignments and escalations
• Mentor and develop technicians, supporting their growth from Tier 1 into Tier 2 roles through training and certifications
• Monitor team performance and serve as a key liaison between technicians, clients, account managers, and leadership
• Troubleshoot complex hardware, software, and network issues, including firewalls, switches, wireless access points, and flat network environments

Requirements

• Strong experience with Microsoft 365, Azure AD/Active Directory, Windows Server administration, networking, and customer support
• Comfortable troubleshooting complex hardware, software, and network issues
• Experience managing multiple client environments, prioritizing service requests, and delivering exceptional customer service
• Previous team lead, supervisor, or mentorship experience
• MSP (Managed Service Provider) experience highly preferred
• Healthcare industry experience preferred
• Retail or customer service-focused environments preferred

Key Technologies

• Microsoft 365 / Office 365
• Azure AD / Active Directory
• Windows Server
• Basic Networking familiarity (Firewalls, Switches, Wireless Access Points)
• Hardware & Software Troubleshooting
• Ticketing Systems & Escalation Management

Pay

The pay range for this position is $65,000.00 – $75,000.00/yr. Individual compensation offered within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Schedule

Hybrid schedule after 90 days (2 days onsite, 3 days remote). This is a Permanent position based out of Cockeysville, MD.