Managed Services Help Desk Lead

Salary: $49,593 - 59,725 per year Requirements:

• We are looking for 4+ years of hands-on IT support experience, ideally in an MSP or high-volume helpdesk environment.
• We expect proven experience leading, mentoring, or coordinating service desk operations.
• We need experience handling ticket triage, alert response, or NOC-style workflows.
• We require familiarity with PSA/RMM platforms such as Autotask, Datto RMM, ConnectWise, or similar tools.
• We value strong troubleshooting, documentation, coaching, communication, and relationship-building skills.
• We seek someone who is customer-focused, detail-oriented, a team player, and able to manage competing priorities in a fast-paced setting.
• An associate degree or equivalent professional experience is preferred.
• Experience with Microsoft 365, Azure, cloud or hybrid infrastructure, remote support tools, and documentation systems is expected.
• We prefer candidates with experience creating and maintaining SOPs for a managed services helpdesk.
• Certifications such as ITIL, Microsoft 365 Certified, Azure Administrator, or CompTIA A+ are nice to have.
• Familiarity with backup and disaster recovery tools, VoIP, or monitoring platforms is a plus.

• We lead the day-to-day operations of the Service Desk and ensure work is completed consistently and on time.
• We monitor workflow, queue health, SLA risk, ticket routing, coding accuracy, and KPI exceptions, and we take corrective action when needed.
• We review technician workload, escalation patterns, utilization, and productivity trends, then provide coaching and guidance.
• We produce operational reporting on ticket trends, service quality, workload patterns, and escalation activity.
• We help validate ticket accuracy, categorization, documentation quality, and other inputs that affect billing integrity.
• We coordinate dispatch scheduling, on-site support needs, and coverage adjustments with service leadership.
• We track SLA performance, queue aging, customer impact, and service delivery exceptions, and we drive timely follow-up.
• We make tactical decisions that support SLA compliance, customer communication, and effective use of Service Desk resources.
• We review escalations for sound troubleshooting, documentation quality, resolution guidance, and adherence to expectations.
• We support ticket quality assurance by checking routing, notes, coding, resolution details, and SOP compliance.
• We assist with major incident response, including Service Desk coordination, customer communications, and post-incident review input.
• We identify repeat issues, process gaps, training needs, and improvement opportunities based on performance data and client feedback.
• We monitor customer feedback from surveys, audits, escalations, and service reviews to uncover trends and risks.
• We participate in client touchpoints to provide escalation updates, ticket feedback, and operational insight.
• We support onboarding for new clients by helping with workflow setup, escalation paths, documentation review, and transition readiness.
• We keep clients informed about escalated issues, outages, changes, and next steps during active service events.
• We partner with management and support teams to address customer concerns and define follow-up actions.
• We follow up on Service Desk issues to confirm resolution, validate satisfaction, and surface any remaining concerns.
• We provide day-to-day leadership, direction, and coaching to Service Desk team members.
• We coach Level 1 and Level 2 staff in troubleshooting, documentation, customer communication, and independent problem solving.
• We contribute to performance management by sharing observations, productivity trends, ticket quality findings, and development recommendations.
• We deliver SOP training during onboarding, process changes, and scheduled refreshers.
• We document internal processes, support procedures, escalation paths, and operational workflows.
• We support resource planning by identifying staffing needs, skill gaps, onboarding needs, training opportunities, and certification planning.

• Azure
• Cloud
• Support
• ITIL
• Microsoft 365
• Office 365

More:

We are Business Technology Partners, LLC (BTP), a leading provider of managed IT services and cybersecurity solutions for organizations across the United States. Our mission is to be a trusted strategic partner by delivering exceptional service, innovative technology solutions, and measurable business value. We foster a collaborative, high-performance culture where continuous learning, professional growth, and career advancement are encouraged. Our team members benefit from competitive compensation, comprehensive benefits, and the chance to work with talented professionals committed to excellence. This is a full-time, on-site role based at our technology headquarters in Sumter, South Carolina, with opportunities to grow into future IT leadership positions.

last updated 33 week of 2026