L1 Helpdesk Lead

Snyder Technologies is hiring a Level 1 Helpdesk Lead to own first-line support for our managed IT clients. You will be the first person our clients reach when something isn't working, and the person responsible for how Level 1 support runs.This is a lead role. Alongside the queue itself, you will supervise the AI agents that handle first-touch tickets, help bring our help desk and a partner MSP's help desk together into one operation, and keep improving how Level 1 works as the tooling changes.Where you'll work. For roughly your first 90 days, expect to train on site at our partner's office in Allentown, PA, several days a week. After onboarding the role is remote-first, with travel to client sites when a problem needs hands-on support.What You'll DoOwn the Level 1 queue end to end: intake, triage, routing, and resolution across phone, email, and ticketingResolve common issues directly, including workstation, software, and connectivity problems, password resets and account unlocks, and Microsoft 365 user and mailbox administrationRoute tickets to the right engineer by priority and skill set, keep work moving against SLA response targets, and escalate anything at risk of missing its SLASupervise the AI agents that triage and resolve first-touch tickets: review their work, correct their mistakes, and decide which tickets they should handleFind the tickets that keep coming back and remove them through better documentation, scripting, or agent handlingWrite and maintain the Level 1 playbook and knowledge baseHelp merge two help desks into one: learn both teams' tools and processes, work both ticketing systems during the transition, and build the combined Level 1 processBe the go-to person for Level 1 questions from the rest of the support team, including our offshore help deskKeep clients informed on ticket status and expected timingOnboard new client devices by imaging and configuring Windows laptops and setting up workstationsTravel to client sites within driving distance of the Lehigh Valley when a problem requires hands-on supportQualifications3+ years of helpdesk or desktop support experience, including some tier 2 workExperience owning a support queue, acting as an escalation point, or training other techniciansSolid Microsoft 365 administration: users and licensing, Exchange Online, Teams, SharePoint, and Entra IDStrong Windows 10/11 troubleshooting and a working understanding of networking fundamentals (TCP/IP, DNS, DHCP)Experience with a PSA or ticketing system and with RMM tooling; ConnectWise experience is a plusClear, calm communication with technical and non-technical users, on the phone and in writingDaily, hands-on use of AI tools such as ChatGPT, Claude, or Copilot in your support work, and an interest in running AI agents as part of a support teamFamiliarity with ITIL practices preferredPowerShell scripting preferredValid driver's license and authorization to work in the United StatesAbout Snyder TechnologiesSnyder Technologies is a Lehigh Valley-based technology company working at the intersection of managed IT services and software development. We're the outsourced IT department for small and mid-sized businesses across manufacturing, professional services, and specialized industries. Most of our clients are in and around the Lehigh Valley, and the rest range from Philadelphia and the surrounding region to the other side of the country.We are a small, remote-first, tight-knit team with staff in the United States, India, and Pakistan. Today we are in a build phase rather than a holding pattern: expanding what we can deliver, modernizing our own tooling, and adopting new technology deliberately as it becomes genuinely useful.AI is central to that, not an experiment running off to the side. We build AI into how we deliver IT support and into the software we develop, and every role here works with current industry-leading tools daily: technician, developer, manager, bookkeeper. It is changing what a small team can do for its clients, and we would rather be the ones figuring that out than the ones catching up to it.For our clients that means their IT gets better over time instead of just staying online. For you it means the role grows: this seat leads toward running the combined help desk, designing how AI agents handle support, or moving into systems engineering.Learn more at snyder.tech.If you have direct questions about this role or our team, please email Adam Russek, VP Operations, at adam.russek@snyder.tech.