IT Service Desk Lead Technician

Sawdey Solution Services; United States Virgin Islands; Remote; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking an IT Service Desk Lead Technician to enhance their Managed Services Division. This pivotal role involves leading IT service delivery, ensuring top-notch customer service, and managing support tickets in a remote environment. Ideal candidates will possess strong troubleshooting skills and a background in desktop support, with the ability to communicate effectively with both technical and non-technical audiences. Join a dynamic team that values creativity, teamwork, and professional growth, all while maintaining a healthy work-life balance.

Benefits

Health Insurance

401(k)

PTO

Referral Bonuses

Training and Mentorship

Wellness Challenges

Virtual Team Activities

Qualifications

• 3-5 years of IT experience with a preference for leadership roles.
• Strong desktop support skills and experience with user authentication.

Responsibilities

• Monitor service performance against SLAs and ensure targets are met.
• Troubleshoot end-user issues and support hardware/software problems.

Skills

IT Support

Customer Service

Active Directory

Basic Networking

Troubleshooting

Education

Associate or Bachelor's Degree in IT

Tools

PING

NSLOOKUP

NETSTAT

Beyond Trust

Job description

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Pay Rate

The annual base salary range for this position is TBD. Please note that the salary information is a general guideline only. At Sawdey Solution Services, we recognize that attracting the best talent is key to our strategy and success as a company. We will consider several factors when extending an offer to an applicant. These factors include (but are not limited to) the position, responsibilities, work experience, education, related training, and skills.

Position Details

• Location: Remote, USA
• Work Environment: Remote/Telework/Work From Home
• Reporting To: IT Service Manager

About The Role

This role is part of Sawdey's Managed Services Division (MSD), a full-service MSP/MSSP providing IT and cybersecurity services to diverse clients. The Service Desk Lead Technician will help lead IT service delivery, assist with scheduling, handle support tickets, and provide excellent customer service. Creativity and teamwork are essential.

Responsibilities

• Monitor service performance against SLAs
• Ensure targets for IT services are met
• Troubleshoot end-user issues systematically
• Support end-user hardware and software issues
• Basic networking diagnostics
• Remote support using Beyond Trust
• Participate in on-call rotation
• Other duties as assigned

Experience & Skills

• 3-5 years IT experience; 1+ year leadership role preferred
• Desktop support, Active Directory, user authentication
• Tools: PING, NSLOOKUP, NETSTAT
• Desired: Windows Server, Office 365, EDR platforms, Firewalls, Wireless, Printers, Documentation, Helpdesk, Project Management, MSP background

Education

Associate or bachelor’s degree in IT, Cybersecurity, or related field preferred.

Additional Skills

• Effective communication with customers and colleagues
• Proficiency in Microsoft Office
• Ability to explain technical info to non-technical audiences
• Self-motivated, detail-oriented, team player
• Ability to participate in on-call rotation
• Use of personal smartphone for work-related tasks

Background Check & Citizenship

• Must pass a background check
• U.S. citizenship required for government contracts

Benefits

Comprehensive benefits including health insurance, HSA, FSA, PTO, 401(k), EAP, referral bonuses, training, mentorship, and growth opportunities. Emphasis on work-life balance, team-building, and internal promotion.

Additional Perks

• Lunch & learns, wellness challenges, virtual team activities

Job Level & Type

• Mid-Senior level, Full-time

Industry

• Defense and Space Manufacturing

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