IT Service Desk Lead Technician

Sawdey Solution Services; Ohio; Remote; USD 50,000 - 90,000; Full time

Job summary

An established industry player is seeking an IT Service Desk Lead Technician to oversee service delivery for various clients. This role involves leading IT support efforts, managing service tickets, and ensuring high-quality customer service. Ideal candidates will have 3-5 years of IT experience, strong communication skills, and the ability to troubleshoot technical issues. Join a collaborative and inclusive environment that emphasizes professional growth and work-life balance, where your contributions will directly support national security and client success.

Benefits

Health insurance

PTO

401(k) with matching

Professional development opportunities

Qualifications

• 3-5 years of IT experience with leadership experience preferred.
• Knowledge of desktop support and network tools is essential.

Responsibilities

• Lead IT support efforts and manage tickets effectively.
• Troubleshoot end-user issues and provide remote support.

Skills

Effective communication

Customer service skills

Technical troubleshooting

Attention to detail

Education

Associate or bachelor's degree in IT

Tools

Active Directory

Windows Server

Windows 10

Mac OSX

Office 365

Azure AD

EDR platforms

Beyond Trust

Job description

IT Service Desk Lead Technician

Req Number: INF-25-00010

Requisition Category: Active

Full-Time/Part-Time: Full-Time

Location: Remote, USA

Description

This position offers a competitive salary range, which will be determined based on experience and qualifications. At Sawdey Solution Services, we value attracting top talent and consider various factors such as responsibilities, experience, education, and skills when making an offer.

Position Location: Remote, USA

Work Environment: Remote/Telework/Work From Home

Reporting To: IT Service Manager

About the Role

The Service Desk Lead Technician will oversee IT service delivery within Sawdey's Managed Services Division, supporting various clients including government and non-profit organizations. Responsibilities include leading IT support efforts, managing tickets, and ensuring high-quality customer service. The role requires teamwork, creativity, and excellent communication skills.

Responsibilities

• Monitor service performance against SLAs.
• Ensure targets for IT services are met.
• Troubleshoot end-user issues systematically.
• Support desktop and laptop users.
• Handle support requests such as password resets and hardware issues.
• Perform basic network diagnostics.
• Provide remote support using tools like Beyond Trust.
• Participate in an on-call rotation.
• Perform additional duties as assigned.

Experience & Education

• 3-5 years of IT experience; leadership experience preferred.
• Knowledge of desktop support, Active Directory, and network tools.
• Experience with Windows Server, Windows 10, Mac OSX, Office 365, Azure AD, and EDR platforms is desirable.
• Associate or bachelor's degree in IT or related field preferred.

Skills & Abilities

• Effective communication and customer service skills.
• Proficiency in Microsoft Office applications.
• Ability to explain technical concepts to non-technical audiences.
• Self-motivated with attention to detail.
• Ability to participate in on-call duties and use mobile devices for work-related tasks.

Additional Requirements

• Successful passing a background check.
• U.S. citizenship required due to government contract obligations.

Benefits

We offer a comprehensive benefits package including health insurance, PTO, 401(k) with matching, and professional development opportunities. Our culture emphasizes work-life balance, team collaboration, and internal growth.

About the Organization

Sawdey Solution Services is an ISO 9001 certified, CMMI-SVC v2 Level 3 appraised company specializing in cybersecurity, systems engineering, and operational support. Since 2001, we have been committed to excellence and diversity, supporting our nation and clients nationwide.

Why Join Us?

• Mission-critical work supporting national security.
• Opportunities for professional growth and internal advancement.
• Collaborative and inclusive work environment.

Who We're Looking For

• Initiative-takers who thrive on challenges.
• Talented professionals eager to contribute and grow.
• Diverse perspectives to foster innovation.

EOE Statement

We are an equal opportunity employer committed to diversity. We encourage applications from all qualified individuals, including veterans, women, minorities, LGBTQIA+, and persons with disabilities.

This position is currently accepting applications.