MSP Service Desk Lead

Position: MSP Service Desk Lead

Location: Smyrna, GA - 4 days onsite per weekType: Full-TimePay: $70,000 - $85,000 per yearDescriptionThe Service Desk Lead owns the daily leadership, technical guidance, work coordination, and performance coaching of assigned Level 1 Systems Administrators.

The Service Delivery Manager retains responsibility for broader departmental strategy, staffing authorization, and material policy or organizational decisions. Under the direction of the Service Delivery Manager, the Service Desk Lead supports the daily execution, quality, and consistency of our Service Desk operations. This role serves as the people manager and technical leader for Level 1 Systems Administrators, and is accountable for the team’s daily performance, development, service quality, technical troubleshooting practices, and adherence to our documented processes and service expectations. The Service Desk Lead provides hands-on technical guidance, accepts escalations, assists with complex troubleshooting ,and works support tickets when business needs, staffing levels, ticket volume, or client impact require additional technical capacity. The role balances people leadership, technical execution, queue oversight, service quality, and continuous improvement to help ensure clients receive timely, professional, and reliable support.Duties and Responsibilities

• Supporting Service Desk Operationso Support daily Service Desk execution under the direction of the Service Delivery Manager, helping ensure work is handled consistently, and service commitments are met.o Monitor workflow, SLA risk, ticket assignment, queue health, routing, coding accuracy, and KPI exceptions to support timely corrective action.o Review technician workload, utilization, ticket handling patterns, escalation activity, and productivity trends; provide coaching or escalation recommendations as needed.o Coordinate with the Support Coordinator on dispatch scheduling, on-site support needs, field workload visibility, and coverage adjustments.o Provide operational reporting inputs, including ticket trends, SLA risk, workload patterns, escalation activity, staffing observations, and service quality indicators.o Support billing service quality by helping validate ticket accuracy, service categorization, documentation quality, and other Service Desk inputs that affect accurate billing.o Work service tickets directly when ticket volume, staffing coverage, SLA risk, client impact, escalation complexity, or operational priorities require additional support.o Review Level 1 escalations for justification, documentation, troubleshooting effort, resolution guidance, and adherence to Service Desk expectations.
• Delivering High-Quality Serviceso Monitor daily Service Desk performance against SLA targets, queue health, customer impact, and operational priorities.o Identify current or upcoming SLA misses, queue aging issues, escalation risks, and service delivery exceptions; coordinate timely follow-up with the appropriate team members.o Make tactical day-to-day decisions that support SLA compliance, customer communication, ticket movement, and effective use of available Service Desk resources.o Review Level 1 and Level 2 escalations for justification, documentation, troubleshooting effort, resolution guidance, and adherence to Service Desk expectations.o Support ticket quality assurance by reviewing documentation, coding, routing, escalation notes, resolution details, and SOP adherence.o Support major incident response by coordinating Service Desk activity, tracking customer -impacting issues, assisting with communications, and contributing to post-incident review inputs.o Identify repeat issues, process gaps, training needs, and practical improvement opportunities based on performance data and customer feedback.
• Supporting Client Experienceo Monitor customer feedback from CSAT surveys, phone audits, escalations, service reviews, and other channels to identify trends, risks, and improvement opportunities.o Participate in scheduled client touchpoints as needed to provide ticket-related feedback, escalation updates, service observations, and operational input.o Support Service Desk readiness during new client onboarding, including workflow setup, escalation paths, documentation review, support expectations, and transition support.o Communicate escalated issues to clients by keeping them informed of progress, agreed-upon outages or changes, and clear next steps during active service issues.o Work with management, the Service Delivery Manager, and the Support Coordinator to communicate customer issues and help develop practical follow-up actions.o Perform client follow-up on Service Desk issues to verify resolution, confirm satisfaction where appropriate, and identify remaining service concerns.
• Managing and Developing the Level 1 Teamo Lead, mentor, and develop the Level 1 Systems Administrators, fostering a culture of excellence, engagement, and accountability.o Participate in departmental Level 10 meetings, contributing to issue solving, team health, and scorecard reviews.o Collaborate with leadership in Same Page meetings to ensure alignment on priorities and communication.o Ensure the team is aligned with company vision, values, and strategic goals through EOS tools and practices.o Provide day-to-day leadership, direction, and coaching to Service Desk team members, helping them stay focused, supported, and aligned with service expectations.o Provide technical coaching through real service situations, helping Level 1 and Level 2 team members improve troubleshooting, documentation, customer communication, and independent problem solving.o Participate in performance management by providing operational observations, coaching notes, productivity trends, ticket quality findings, and development recommendations.o Coordinate with Service Delivery, IT Operations, Support Coordination, and Business Operations to provide SOP training at hire, when procedures change, and during scheduled refreshers.o Document internal Service Desk processes, support procedures, escalation paths, and operational workflows related to assigned duties.Knowledge, Skills, and Qualification Requirements
• Understand and consistently act in accordance with our core values.
• Bachelor’s degree or equivalent professional experience preferred.
• 3+ years of IT support experience, with proven experience leading, mentoring, or coordinating service desk work.
• Experience with MSP tools and platforms such as Autotask, Datto RMM, documentation systems, remote support tools, and Microsoft technologies.
• Professional certifications such as HDI,ITIL, SDI, Microsoft, or PMI preferred.
• Strong technical troubleshooting, documentation, coaching, communication, and relationship-building skills.
• Ability to manage competing priorities in a fast-paced service environment while maintaining attention to detail.
• Strong problem-solving, conflict resolution, time management, and organizational skills.
• Able to explain technical concepts in clear and understandable “human” language.
• Basic understanding of network topology and core concepts (DHCP, DNS, etc.).
• Experience troubleshooting and configuring mobile devices (iPhone, Android, etc.).
• Experience with research and testing concepts to aid in troubleshooting unknown issues.
• Basic understanding of WLAN and experience supporting end user wireless connectivity.
• Basic understanding of business continuity concepts, backup and disaster recovery terminology and processes.
• Support and administration in the following area:o Windows Desktop and Server Operating Systemso Microsoft Exchange, Microsoft 365o Cloud Services, Microsoft Azureo Enterprise Mobility+ Security and Identity Managemento Virtualization and Storage