Remote Tier III Service Desk Lead - Onboarding & Projects

Devconnectplatform; Northern (KY); Hybrid; USD 70,000 - 100,000; Full time

Job summary

Unió Digital is seeking a Tier III Service Desk Engineer to join our remote support team. You will act as the escalation point for complex IT issues, lead client onboarding, and drive project initiatives across managed services and security tools.

You will mentor junior technicians, develop onboarding plans, and contribute to ITSM process improvements while maintaining thorough documentation and strong client communication.

Qualifications

• 6+ years of experience providing IT services and end-user support.
• Experience at a managed service provider is preferred.
• Strong client-facing communication and project leadership.
• Cisco, A+, Network+, Microsoft certifications are desirable.
• Experience with Azure AD, Intune, and other RMM agents.

Responsibilities

• Lead and support our helpdesk environment for managed service clients.
• Coordinate and manage client projects, acting as a bridge between the technical team and the client to ensure project success.
• Provide end-user support in person, via phone, or electronically as required.
• Provide training and support to clients during onboarding to ensure understanding of IT systems and services.
• Develop project plans for client onboarding and standardization projects, outlining tasks and timelines.
• Install, configure, diagnose, test and resolve technical hardware and software issues.
• Maintain and update written client and process documentation to ensure knowledge management.
• Mentor Tier I and II service desk technicians to foster a collaborative team environment.
• Contribute to IT service management processes and practices."],
• CoT_job_summary_short
• job_summary_short
• contract_type
• location_type
• remote_scope
• perks
• stated_min
• stated_max
• stated_absolute
• salary_estimation_cot
• estimated_low
• estimated_medium
• estimated_high
• currency
• frequency
• bonus
• tax
• application_email
• job_end_date
• contact_person
• hiring_department_name

Skills

Customer-focused

Problem solving

Communication skills

Project coordination

Team mentorship

Education

IT-related degree or certifications

Tools

HaloPSA

Hudu

Intune

Meraki

Microsoft 365

Azure AD

Active Directory

RMM tools

Job description

Unió Digital is seeking a Tier III Service Desk Engineer to join our remote support team. You will act as the escalation point for complex IT issues, lead client onboarding, and drive project initiatives across managed services and security tools.

You will mentor junior technicians, develop onboarding plans, and contribute to ITSM process improvements while maintaining thorough documentation and strong client communication.