MSP Service Desk Lead & Escalation Engineer | Remote/Hybrid

Bowman Williams; Rockville (MD); Hybrid; USD 70.000 - 100.000; Vollzeit

Benefits dieser Stelle

Health insurance

Dental insurance

Vision insurance

401(k) with match

Unlimited PTO

Team events

Zusammenfassung

Bowman Williams seeks a hands-on Service Desk Team Lead / Escalation Engineer within an MSP setting. You will act as the primary escalation point for Tier 1 and 2 technicians, resolve advanced issues, and mentor staff to improve service delivery.

Hybrid work model with in-office Tuesdays and remote or client-site work the rest of the week. Expect collaboration with Engineering and client teams to maintain high standards and client satisfaction.

Qualifikationen

• 5+ years hands-on IT support experience.
• MSP experience required.
• Experience handling Tier 2 and Tier 3 escalations and independently troubleshooting advanced issues.
• Proficiency with Azure and Ignite, plus traditional help desk tasks.
• Experience supporting Microsoft 365 environments.
• Experience mentoring junior technicians or acting as a senior resource.

Aufgaben

• Respond to and resolve client service requests per standards and SLAs.
• Provide remote and on-site support for users, devices, printers, and apps.
• Onboard/offboard users, deploy workstations, manage accounts.
• Serve as primary escalation resource for Service Desk technicians.
• Troubleshoot Microsoft 365, Windows, networking, security, cloud, and infra issues.
• Administer Microsoft 365 environments (users, licensing, device mgmt, security).
• Support Windows Server and Active Directory environments.
• Troubleshoot DNS, DHCP, VPN, firewall, wireless, and network issues.
• Contribute to knowledge base and SOPs; improve service desk efficiency.

Kenntnisse

IT support

MSP experience

Tier 2/3 escalations

Azure

Microsoft 365

Mentoring juniors

customer service

multi-client management

problem solving

professional communication

Jobbeschreibung

Bowman Williams seeks a hands-on Service Desk Team Lead / Escalation Engineer within an MSP setting. You will act as the primary escalation point for Tier 1 and 2 technicians, resolve advanced issues, and mentor staff to improve service delivery.

Hybrid work model with in-office Tuesdays and remote or client-site work the rest of the week. Expect collaboration with Engineering and client teams to maintain high standards and client satisfaction.