On-Site Tier 2 IT Lead & Help Desk Champion

Tampa Bay; Tampa (FL); Vor Ort; USD 75.000 - 85.000; Vollzeit

Benefits dieser Stelle

401(k) matching

Dental insurance

Health insurance

Life insurance

Paid time off

Vision insurance

Zusammenfassung

Massive IT in Tampa, FL is seeking a Tier 2 IT Support Technician / Help Desk Lead to own daily operations, mentor technicians, and drive service quality. The role combines hands-on Tier 2 support with oversight of ticketing, escalations, and process improvements, ensuring the team delivers timely, professional support on-site.

You will manage ticket queues, guide priorities, and develop documentation while maintaining a hands-on approach to complex technical issues.

Qualifikationen

• Minimum 5 years of professional IT support experience.
• Hands-on Tier 2 troubleshooting.
• Experience leading a help desk or MSP team.
• On-site work in Tampa, FL.

Aufgaben

• Hands-On Tier 2 Technical Support: Troubleshoot and resolve escalated issues.
• Lead Daily Help Desk Operations: Oversee ticket queue and technician workflow.
• Develop Processes & Improve Operations: Create SOPs and improve workflows.
• Mentor & Guide the Technical Team: Direct Tier 1 support and coach technicians.
• Monitor Service Quality & Performance: Track SLA compliance and ticket metrics.

Kenntnisse

Tier 2 IT support

Lead/Mentor

Ticket management

Microsoft 365

Windows OS

Active Directory/Entra ID

Networking

MS Exchange/Teams/SharePoint

Tools

ConnectWise PSA

RMM

IT Glue

Intune

Azure

Jobbeschreibung

Massive IT in Tampa, FL is seeking a Tier 2 IT Support Technician / Help Desk Lead to own daily operations, mentor technicians, and drive service quality. The role combines hands-on Tier 2 support with oversight of ticketing, escalations, and process improvements, ensuring the team delivers timely, professional support on-site.

You will manage ticket queues, guide priorities, and develop documentation while maintaining a hands-on approach to complex technical issues.