On-Site Tier 2 IT Lead & Help Desk Champion

Massive IT; Tampa (FL); On-site; USD 75,000 - 85,000; Full time

Benefits offered by this job

401(k) matching

Dental insurance

Health insurance

Life insurance

Paid time off

Vision insurance

Job summary

Massive IT is seeking an experienced Tier 2 IT Support Technician / Help Desk Lead for our Tampa, FL office. This hands-on leadership role combines advanced technical troubleshooting with managing daily help desk operations and process improvements.

You will mentor Tier 1 staff, own escalation handling, and drive ticket management, documentation, and customer communication to ensure consistent, high-quality service.

Qualifications

• Minimum five years of professional IT support experience, including at least four years of Tier 2 IT support.
• Strong experience supporting Microsoft 365, Windows operating systems, Windows Server, Active Directory, and Entra ID.
• Solid understanding of TCP/IP, DNS, DHCP, VPNs, firewalls, and wireless networking.

Responsibilities

• Troubleshoot and resolve escalated technical support issues across Microsoft 365, Windows, servers, networks, and business applications.
• Lead daily Help Desk operations: manage ticket queues, assign priorities, monitor SLA adherence, and guide technicians.

Skills

Microsoft 365

Windows OS

Windows Server

Active Directory

Entra ID

Networking

Ticketing Systems

Leadership

Communication

Tools

PSA/Ticketing systems

Remote Monitoring Tools

IT Glue / Documentation Platform

Microsoft Intune & Azure

Job description

Massive IT is seeking an experienced Tier 2 IT Support Technician / Help Desk Lead for our Tampa, FL office. This hands-on leadership role combines advanced technical troubleshooting with managing daily help desk operations and process improvements.

You will mentor Tier 1 staff, own escalation handling, and drive ticket management, documentation, and customer communication to ensure consistent, high-quality service.