Lead IT Help Desk & MSP Operations (24x7)
The Stafford Gray Group
14 days+
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Job summary
A prestigious IT service provider in Detroit is seeking a Team Lead / Support Lead to oversee daily operations of an onsite IT Managed Services Help Desk. This role involves leading help desk and desktop support teams, ensuring consistent service delivery in a 24x7x365 environment. The ideal candidate has 7–10 years in IT support with leadership experience, strong customer service expertise, and proficiency in managing escalations. Join a dynamic team dedicated to excellence.
Qualifications
- 7–10 years of experience in IT support or Service Desk operations, including demonstrated leadership.
- Proven leadership of Help Desk or technical support teams in a multisite environment.
- Experience in supporting 24x7x365 operations.
Responsibilities
- Lead and supervise onsite Help Desk and desktop support staff.
- Oversee daily Help Desk operations, ensuring adherence to SLAs.
- Ensure accurate documentation in ServiceNow.
Skills
Leadership
Customer service
Escalation management
Decision-making
Tools
Windows operating systems
Microsoft Office 365
ServiceNow
Job description
A prestigious IT service provider in Detroit is seeking a Team Lead / Support Lead to oversee daily operations of an onsite IT Managed Services Help Desk. This role involves leading help desk and desktop support teams, ensuring consistent service delivery in a 24x7x365 environment. The ideal candidate has 7–10 years in IT support with leadership experience, strong customer service expertise, and proficiency in managing escalations. Join a dynamic team dedicated to excellence.
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